Senior Technical Support Engineer – Mainframe

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.
• Maintain current working knowledge of Axway products and technology.
• Document all customer contacts and activities in CRM.
• Independently manages and drives 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.

Qualifications

• Minimum 5 years of experience in customer support or production environment.
• Bachelor's Degree in IT, CS or related field of study.
• Deep mainframe expertise and experience, several years as a system administrator, monitoring production, and/or mainframe support.
• Proficiency in JCL, REXX, SPOOL, JES2.
• Deep knowledge of network connectivity and communication protocols such as FTP/SFTP, HTTP/HTTPS, SSH, and TLS certificate management.
• Expected familiarity with cloud and containerization technologies (AWS, Azure, GC, Docker, Kubernetes).
• AS400 knowledge is not mandatory, but a plus.
• Requires 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).
• Experience with MFT (Managed File Transfer) applications, such as Transfer CFT, is not mandatory but a plus.

Key Competencies

• Disciplined yet creative approach to problem-solving.
• Strong curiosity-driven desire to become an expert.
• Excellent verbal and written communication skills.
• Ability to work effectively in a dynamic, highly visible environment.
• High level of ownership and accountability.