Customer Technical Support Engineer at Axway

Job description

We are seeking our new Customer Technical Support Engineer to join the Axway team! In this role, you will support enterprise applications for our MFT product, including troubleshooting, SQL, networking, and customer-facing work. This is a tremendous opportunity for the 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. Location: Scottsdale, AZ Hybrid: 2 Days Onsite per Week • Provide hands-on troubleshooting, diagnostics, and problem replication for customer issues • Support application functionality as well as the surrounding environment (OS—especially Linux, database, network, etc.) • 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, and 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 manage and drive 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 • 1–3 years of experience in technical support, IT helpdesk, software/application troubleshooting, or similar hands-on technical role • Bachelor's Degree in IT, CS, or a related field of study • Strong familiarity with Linux commands, navigation, logs, and environment troubleshooting • Understanding of core internet and communication protocols such as FTP/SFTP, HTTP/HTTPS, SMTP, SSH, SSL/TLS • Basic proficiency with SQL and database concepts (e.g., Oracle, MySQL, PostgreSQL, MongoDB) is required • Strong analytical thinking and curiosity-driven problem solving • Excellent communication skills and comfort working directly with customers • The desire to flourish while working at an international company with coworkers from all over the globe is essential. • Physical presence is required in the office during normal business hours and occasionally outside of normal business hours • Ability to manage multiple work streams while maintaining a high level of customer satisfaction • Excellent verbal and written communication skills Nice-to-Have Skills • Experience with networking fundamentals, connectivity troubleshooting, and certificates • Exposure to programming or scripting languages (Java, Perl, Python, Bash) • High level of ownership and accountability • Windows Server experience Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders, helping organizations drive digital transformation with secure, mission-critical software that powers impactful business outcomes. As part of 74Software , we're backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of enterprise integration solutions. Why Axway? At Axway, we believe we're better together. We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact. We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks. Equal Opportunity Employer We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic. #LI-KJ1 #LI-Remote Not ready to apply? Connect with us for general consideration.

Requirements

Must-haves

Location: Scottsdale, AZ
Hybrid: 2 Days Onsite per Week
• Provide hands-on troubleshooting, diagnostics, and problem replication for customer issues
• Support application functionality as well as the surrounding environment (OS—especially Linux, database, network, etc.)
• 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, and 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 manage and drive 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
• 1–3 years of experience in technical support, IT helpdesk, software/application troubleshooting, or similar hands-on technical role
• Bachelor's Degree in IT, CS, or a related field of study
• Strong familiarity with Linux commands, navigation, logs, and environment troubleshooting
• Understanding of core internet and communication protocols such as FTP/SFTP, HTTP/HTTPS, SMTP, SSH, SSL/TLS
• Basic proficiency with SQL and database concepts (e.g., Oracle, MySQL, PostgreSQL, MongoDB) is required
• Strong analytical thinking and curiosity-driven problem solving
• Excellent communication skills and comfort working directly with customers
• The desire to flourish while working at an international company with coworkers from all over the globe is essential.
• Physical presence is required in the office during normal business hours and occasionally outside of normal business hours
• Ability to manage multiple work streams while maintaining a high level of customer satisfaction
• Excellent verbal and written communication skills

Nice-to-haves

Nice-to-Have Skills

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sqljavapython

Platform: icims
Effort: medium

Benefits

Benefits detected in the listing.

Paid Time Off