Senior Customer Technical Support Engineer

We are seeking a Senior Customer Technical Support Engineer to join our team. In this role, you will provide enterprise application support for our MFT product, involving troubleshooting, SQL, networking, and customer-facing work. This is an opportunity for someone who enjoys solving 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 customer relationships. In this visible role, you will collaborate with Axway’s sales team, field consultants, and R&D organization to drive customer success.

Location: Scottsdale, AZ (Hybrid: 2 days onsite per week)

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 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)
• Participate in 24/7 after-hours on-call rotations and occasional travel to customer sites for on-site troubleshooting
• Provide proactive account management for designated customers to monitor satisfaction levels and identify opportunities for support improvement

Requirements

• Minimum 5 years of experience in customer support or a production environment
• Bachelor's Degree in IT, CS, or related field of study
• Deep knowledge of network connectivity and communication protocols such as FTP/SFTP, HTTP/HTTPS, SSH, and TLS certificate management
• Familiarity with cloud and containerization technologies (AWS, Azure, GC, Docker, Kubernetes)
• 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)
• Physical presence required in the office during normal business hours and occasionally outside of normal business hours
• Experience with networking fundamentals, connectivity troubleshooting, and certificates

Skills

• Disciplined yet creative approach to problem-solving
• Strong curiosity-driven desire to become an expert
• Ability to manage multiple work streams while maintaining a high level of customer satisfaction
• Excellent verbal and written communication skills
• Ability to work effectively in a dynamic, highly visible environment
• High level of ownership and accountability
• Windows Server experience
• Exposure to programming or scripting languages (Java, Perl, Python, Bash)

About Us

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.

Benefits

• Health coverage
• Retirement plans
• Paid time off
• Flexible work arrangements
• Career development opportunities
• Competitive pay
• Global culture perks