Senior Technical Support Engineer – Mainframe

Axway Software SA•Scottsdale, AZ

1d•Hybrid

About The Position

We are seeking our new Senior Technical Support Engineer - MFT Application to join the Axway team! In this role, you will be working on enterprise application support for our MFT product, which involves troubleshooting, SQL, networking, and customer-facing work. This is a tremendous opportunity for the Senior Technical Support Engineer who enjoys working with customers to solve challenging technical problems in a dynamic, fast-paced environment. You will start by learning one of Axway’s industry-leading enterprise software solutions while becoming familiar with our worldwide support processes. As your confidence builds, you will take ownership of support cases and the customer relationship. In your visible role, you will work with Axway’s sales team, field consultants, and the R&D organization, and be well-positioned to drive customer success.

Requirements

Minimum 5 years of experience in customer support or production environment
Bachelor's Degree in IT, CS or related field of study
Deep mainframe expertise and experience, several years as a system administrator, monitoring production, and/or mainframe support
Proficiency in JCL, REXX, SPOOL, JES2
Must have deep knowledge of network connectivity and communication protocols such as FTP/SFTP, HTTP/HTTPS, SSH, and TLS certificate management
Expected familiarity with cloud and containerization technologies (AWS, Azure, GC, Docker, Kubernetes)
Requires deep understanding of Linux/Unix and proficiency with Windows operating systems, including command-line navigation, log analysis, and environment troubleshooting
Proficiency in SQL and database concepts (e.g., Oracle, MySQL, PostgreSQL, MongoDB) is required
The desire to flourish while working in an international company with coworkers from all over the globe is a must.
Physical presence required in the office during normal business hours and occasionally outside of the normal business hours

Nice To Haves

AS400 knowledge is not mandatory, but a plus
Experience with MFT (Managed File Transfer) applications, such as Transfer CFT, is not mandatory but a plus.

Responsibilities

Provide advanced technical support for both the application and environment, including the operating system, database, and network
Lead accounts through complex issue resolution, including customer meetings, status reports, and updates.
Respond to phone, email, and web ticket customer issues within target service levels
Act as a gateway between the customer and the internal teams, including R&D, sales, escalation engineers, to ensure product fixes and enhancements)
Maintain current working knowledge of Axway products and technology
Document all customer contacts and activities in CRM
Provide beta/sprint support for assigned products
Independently manages and drives the resolution of customer cases from intake to closure within strict target Service Level Agreements (SLAs)
Participates in 24/7 after-hours on-call rotations and may require occasional travel to customer sites for on-site troubleshooting
Provides proactive account management for designated customers to monitor satisfaction levels and identify opportunities for support improvement