Technical Support Specialist for Software Solutions

2 weeks ago

Scottsdale, Arizona, United States Axway Software SA Full time
Position Overview

In the pursuit of facilitating organizations' digital evolution, we are excited to welcome a new Technical Support Specialist (MFT/B2Bi) to the Axway team. Are you prepared to make an impact? Join us

Collaboration is Key. Axway is a leader in enterprise integration, with over two decades of experience in transforming businesses of all sizes. With a clientele exceeding 11,000 across 100 countries, we empower organizations to enhance their IT frameworks, fostering exceptional digital customer interactions and driving innovation. Our mission is to guide companies towards a secure and sustainable growth trajectory.

At Axway, your journey will be enriched by a diverse global community of over 1,550 professionals, collaborating remotely or in person across all time zones. You will benefit from the encouragement and support of Axway's leadership and colleagues, ensuring you never feel isolated in your endeavors. Together, we can achieve remarkable outcomes. Discover more about us:

This role presents an excellent opportunity for a Technical Support Specialist who thrives on resolving intricate technical challenges in a vibrant, fast-paced setting. You will begin by gaining expertise in one of Axway's premier enterprise software offerings while familiarizing yourself with our global support methodologies. As you grow in confidence, you will take charge of support cases and nurture customer relationships. In this prominent position, you will collaborate with Axway's sales personnel, field consultants, and the R&D team, positioning yourself to champion customer success.

Axway provides a comprehensive benefits package, including medical, dental, vision, and retirement plans.

Key Responsibilities

Primary Duties

  • Independently deliver advanced troubleshooting assistance, including problem replication and diagnostic support.
  • Offer sophisticated technical support for both applications and environments, encompassing operating systems, databases, and networks.
  • Guide clients through complex issue resolution, including conducting meetings, providing status updates, and reporting.
  • Address customer inquiries via phone, email, and web tickets within established service levels.
  • Act as a liaison between customers and higher-level resources, ensuring issues meet escalation criteria.
  • Maintain up-to-date knowledge of Axway products and technologies.
  • Document all customer interactions and activities in the CRM system.
  • Provide support during beta testing and product sprints.
  • Occasionally travel to client locations for problem diagnostics.
  • Participate in after-hours support on a rotating schedule.

Essential Competencies

  • A disciplined yet innovative approach to problem-solving.
  • A strong, curiosity-driven desire to become an expert in the field.
  • Ability to manage multiple projects while ensuring high customer satisfaction.
  • Exceptional verbal and written communication skills.
  • Capability to thrive in a dynamic and highly visible environment.
  • A strong sense of ownership and accountability.
Qualifications

Required Qualifications

  • 1-3 years of experience in a customer support role.
  • Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
  • Proficiency in database systems (especially Oracle), SQL, and client-server architecture.
  • Familiarity with internet applications and transport protocols, including SMTP, FTP, HTTP, SSH, and SSL.
  • Expertise or a willingness to learn about network connectivity and communication protocols.
  • Experience with programming languages such as Java, C++, and Perl is advantageous.
  • Familiarity with both Linux and Windows operating systems.

Axway is an Equal Employment Opportunity and Affirmative Action Employer.

#LI-AG1

#LI-Hybrid

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