Overview We are seeking our new Senior Customer Technical Support Engineer to join the Axway team! This is a tremendous opportunity for a Senior Customer 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 Axways 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 this visible role, you will work with Axways sales team, field consultants, the R&D organization, and will be positioned well to drive customer success. Responsibilities Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication/duplication, and diagnostic support. Provide advanced technical support for both the application and environment, including 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 next level of resources, ensuring issues meet 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. Perform after-hours cell phone support on a rotating basis. Travel to customer sites to assist in problem diagnostics. Qualifications 3-5 years experience in a customer support environment. Bachelor's Degree in IT, CS, or related field of study. Expertise with SecureTransport; TransferCFT experience is a plus. Proficiency with database systems (especially Oracle), SQL, and client-server architectures. Knowledge of internet applications and transport protocols including SMTP, FTP, HTTP, SSH, SSL. Expertise or desire to learn network connectivity and communication protocols. Previous experience with Axway, Tumbleweed, or Systar products. Experience with programming languages including Java, C++, and Perl is advantageous. Proficiency with UNIX (Solaris, AIX, HP-UX), Linux, and Windows platforms. The desire to work in an international company with coworkers from around the globe is essential. Physical presence required in the office during normal business hours and occasionally outside of normal hours. Key Competencies Disciplined yet creative problem-solving approach. Strong curiosity-driven desire to become an expert. Ability to manage multiple work streams while maintaining high customer satisfaction. Excellent verbal and written communication skills. Ability to work effectively in a dynamic, highly visible environment. High level of ownership and accountability. Company Overview At Axway, were more than a companywere a pioneer. For 25 years, weve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ professionals, Axway is driving the future of enterprise integration. Were on a mission to be the leader in our space, empowering our customers with secure, mission-critical software to manage and deliver impactful business outcomes from all their digital business interactions . Why Axway? We believe in the power of togetherness. When youre part of Axway, youre part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, youll find camaraderie, collaboration, and the support of leadership to inspire you daily. Here, youll grow, innovate, and succeed because were better together. Each step forward in your personal journey is one we take as a team. Join us, and lets accomplish extraordinary things together. Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en. Ready to shape the future? Lets get startedbecause at Axway, together, we can. Together, we will. Axway is an equal opportunity employer and complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action. #LI-AG1 #LI-Onsite #J-18808-Ljbffr