Senior Customer Tech Support Engineer II
About the position
Overview
Axway, Inc. seeks Senior Customer Tech Support Engineer II in Scottsdale, AZ Job Description: Provide advanced technical support for software application and environment including operating system, database, and network. Provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support. Assist 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. Document all customer contacts and activities in CRM. Provide beta/sprint support for assigned products. Position allows for partial remote work. Must live within reasonable commuting distance. Reports to company office in Scottsdale, AZ.
Responsibilities
- Provide advanced technical support for software application and environment including operating system, database, and network.
- Provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support.
- Assist 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.
- Document all customer contacts and activities in CRM.
- Provide beta/sprint support for assigned products.
Requirements
- Requires a Bachelor’s degree in Computer Science, Computer Engineering or related and 3 years of related experience, which must include some experience in each of the following skills: Install, configure, and troubleshoot Windows, Linux, AIX OS, AWS, Azure Cloud, Docker and Kubernetes
- Write DB queries, install, configure, and troubleshoot Oracle, MySQL, PostgreSQL, MSSQL, and MongoDB databases
- Install single node, cluster, containers and edge, configuration using UI and command line, tuning of connections and parallel transfers, and troubleshoot PeSIT/S, SFTP, FTP/S, PGP, AS2, and HTTP/S protocols for TransferCFT and Secure Transport
- Install single node, cluster, and containers, configure, create patterns and templates for configuring and deploying file-transfer flows based on business need for CentralGovernance and FlowManager
- Install single node and cluster, configure, tune, and create dashboard, reports, correlation rules, and alerts for Sentinel and EventRouter
- Configure, test, and troubleshoot various Identity Providers (IdPs) for using SSO SAML and LDAP protocols
- Review packet captures/tcpdumps using the tool Wireshark and RestAPI calls with curl/postman.