Technical Support Engineer - Sydney

AU-North Sydney


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.



We are looking for a Technical Support Engineer whose mission will be :Respond to customer inquiries, both written and over the phone in a professional and empathetic manner


  • Respond to customer inquiries, both written and over the phone in a professional and empathetic manner.
  • Provide troubleshooting assistance, replication and resolution of customer issues. Collect and analyze log files, configuration settings and other elements needed for root cause analysis of significant failure events.
  • 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


Key Competencies

  • Deeply rooted curiosity and a desire to understand complex systems and how they fail.
  • Effective problem-solving approach and ability to see a situation from different angles.
  • Excellent verbal and written communication
  • Solid background in customer service and the ability to generate strong and lasting relationships with customers, partners, peers and managers
  • Ability to work effectively in a dynamic and sometimes stressful environment
  • Self-starting and self-motivated with a high level of initiative
  • High level of ownership and accountability




  • College Degree in Computer Science or Information Systems or equivalent work experience
  • 2+ years in a relevant technical role in a software/networking/security company
  • Practical experience with mobile application development and API development (SOAP, REST)
  • Javascript development and troubleshooting
  • System-level knowledge of desktop (Windows, iOS) and server (Linux, Unix) operating systems
  • 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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