Software Technical Support Specialist

3 days ago


Scottsdale, Arizona, United States Axway Software SA Full time
Job Title: Software Technical Support Engineer

Overview:

Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. We're looking for a talented Software Technical Support Engineer to join our team.

About the Role:

We're seeking a highly skilled technical support engineer to provide advanced complex troubleshooting assistance, problem replication, and diagnostic support for our customers. As a key member of our support team, you will work with little or no supervision to provide technical support for both the application and environment, including operating system, database, and network.

Responsibilities:

  • Provide advanced technical support for complex issues, 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 next level of resources, ensuring issues have met minimal requirements for escalation.
  • Maintain current working knowledge of Axway products and technology.
  • Document all customer contacts and activities in CRM.
  • Provide beta/sprint support for assigned products.
  • Travel to customer sites to assist in problem diagnostics.
  • Perform after hours cell phone support on a rotating basis.

Qualifications:

  • 1-3 years experience in customer support environment.
  • Bachelors Degree in IT, CS or related field of study.
  • Proficiency with database systems (esp. Oracle), SQL, and client-server.
  • Knowledge of internet applications and transport protocols including SMTP, ftp, HTTP, SSH, SSL.
  • Expertise or desire to learn network connectivity and communication protocols.
  • Experience with programming languages including Java, C++ and Perl advantageous.
  • Experience with Linux and Windows platforms.

What We Offer:

Axway offers a competitive benefit package including medical, dental, vision, and 401K. We're an EEO and AA Employer, and we're committed to creating a diverse and inclusive work environment.



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