• Senior Customer Tech Support Engineer

    ID
    2018-4976
    Category
    Services
    Job Location
    BR-Sao Paulo
  • Overview

    Digital technology is no longer just another tool in the IT, marketing, sales or service toolbox to engage, inspire and attract customers. It is becoming the foundation of entirely new ways of doing business as well as giving rise to entirely new businesses. There could be 100 billion connected devices expected by 2025, leading towards a trillion sensor ecosystem. 1 billion digital natives are expected to join the workforce over the next 7 years. In a hyper-connected era of mobile, social, cloud, big data, and the Internet of Things, future growth will depend on platform business models.

     

    Axway (Euronext: AXW.PA) is a catalyst for transformation. 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. To learn more about Axway, visit www.axway.com.

     

    Axway is searching for a Senior Customer Tech Support Engineer to work out of our office in São Paulo, Brazil.  This is a tremendous opportunity for someone 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 the R&D organization and will be positioned well to drive customer success.

     

    Axway offers a competitive benefit package that includes medical, dental and a corporate bonus plan.

    Responsibilities

    • Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support
    • Provide advanced technical support for both the application and environment including 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 the next level of resources; ensuring issues have met minimal requirements for escalation
    • Maintain current working knowledge of Axway products and technology
    • Document all customer contacts and activities in CRM
    • Provide beta/sprint support for assigned products
    • Travel to customer sites to assist in problem diagnostics
    • Perform after hours cell phone support on a rotating basis

    Qualifications

    • Disciplined yet creative approach to problem-solving
    • Strong curiosity-driven desire to become an expert
    • Ability to manage multiple work streams while maintaining 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
    • 5+ years experience in customer support environment
    • Bachelors Degree in IT, CS or related field of study – MBA or Post-graduation a plus
    • Proficiency with database systems (esp. Oracle), SQL, and client-server
    • Knowledge of internet applications and transport protocols including SMTP, ftp, HTTP, SSH, SSL
    • Proficiency with e-commerce standards (ANSI X12, EDIFACT, ebXML)
    • Expertise on network connectivity and communication protocols
    • Experience with Axway and/or other Market-standard MFT (Managed File Transfer) products
    • Experience with programming languages including Java, C++ and Perl advantageous
    • Proficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platforms – Mainframe z/OS knowledge a main differentiator
    • Experience in MFT (Managed File Transfer), EAI, B2B protocols
    • The desire to flourish working in an international company with coworkers from all areas of the globe is a must
    • Physical presence required in the office during normal business hours and occasionally outside of the normal business hours

     

    Axway is an EEO and AA Employer

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