Technical Support Engineer

ID
2017-4478
Category
Services
IE-Dublin

Overview

Axway is a catalyst for transformation and a global leader in data flow governance. With Axway AMPLIFY™, our cloud-enabled data integration and engagement platform, leading brands better anticipate, adapt and scale to meet ever-changing customer expectations. Our unified, API-first approach connects data from anywhere, fuels millions of apps and delivers real-time analytics to build customer experience networks. From idea to execution, we help make the future possible for more than 11,000 organizations in 100 countries.

 

Axway Dublin is an autonomous R+D center - unique in offering the freedom and flexibility of a startup and stability of a public, profitable and growing company behind it! At Axway Dublin we develop products that manage the full lifecycle of APIs from create and govern through monitor and consume. We are in the cloud and on-premise. We open up organization’s back-ends to mobile devices. We are at the forefront of digital enablement managing APIs for the Internet of Things (IoT). 5 words you hear a lot in our Axway Dublin R&D center are APIs, Performance, Automation, Scalability, and Security.

Responsibilities

We are looking for a Technical Support Engineer whose mission will be :

  • Answer customer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner.
  • Respond to phone, email, and web ticket customer issues in a timely, accurate and consistent manner.
  • Provide troubleshooting assistance, problem replication / duplication and documentation to QA and product development to assist in root cause analysis and resolution of customer issues.
  • Document all customer contacts and activities in the CRM system or as advised by management.
  • Create knowledge base articles based on department guidelines to support customer self-help and call avoidance strategies.
  • Maintain current working knowledge of Axway products and technology.
  • Maintain current knowledge of relevant emerging technologies in the industry

Qualifications

Key Competencies

  • Excellent verbal and written communication skills 
  • Excellent customer service skills and the ability to generate strong and lasting relationships with customers, partners, peers and managers
  • Effective problem-solving skills
  • Ability to work effectively in a dynamic, virtual environment
  • Self-starting and self-motivated with a high level of initiative
  • High level of ownership and accountability

 

Qualifications

  • College Degree in Computer Science or Information Systems or equivalent work experience
  • 3+ years’ experience in direct technical customer support role in a software/networking/security company
  • Cross platform knowledge of Unix, Linux, and Windows
  • Experience with mobile application development technologies and concepts, including but not limited to Javascript, iOS, node js, Java SDK, and SQL.
  • Knowledge of client/server technology
  • Experience in network connectivity & communication protocols
  • The ability to flourish working in an international company with coworkers from all areas of the globe is a must.
  • The flexibility to occasionally travel to customer sites is desired.

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