Advanced Technical Support Engineer

Axway Inc Global Support Department is seeking qualified individuals to support Axway customers and partners in fully leveraging Axway solutions to satisfy their collaboration initiatives and establish relationships with their trading partners.

Qualifications:
Technical graduate in French or English would be an advantage
A desire to learn network connectivity and Communication protocols
B2B experience preferred, previous experience with Axway products is highly desirable
Experience with programming languages including Java, C++ and Perl advantageous
Experience in EDI, Rosettanet, ebXML, XML, EDIINT, AS1 and AS2 desirable
Experience in Oracle and SQL a plus
Knowledge of client server technology a plus
Previous Support Experience
Background in Solaris, AIX, HP-UX, Linux beneficial
Physical presence required in the office during normal business hours and occasionally outside of the normal business hours
Work Schedule - Flexibility to maintain 24 hour department coverage including after hours, and weekends as needed

Key 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 multiple 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 pager/cell phone support on a rotating basis

Key Competencies:
Response and resolution times
Customer satisfaction
Utilization
Excellent verbal and written communication skills English and French.
Excellent customer service skills
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

Axway recently merged with Tumbleweed Communications to become the leading global provider of multi-enterprise solutions and infrastructure, serving over 11,000 organizations in more than 100 countries.
Axway speeds and secures business interactions — both inside and outside the enterprise — by optimizing the way information is moved, managed and protected. Powered by Synchrony™, a multi-enterprise service-oriented framework, Axway's customers can "start anywhere, use anything" to complement their existing infrastructures. Axway's comprehensive offering includes: business-to-business integration, managed file transfer, secure email, business activity monitoring, enterprise application integration, service-oriented architecture, business process management, track & trace and identity validation solutions.
Axway provides professional and managed services, as well as cloud computing and Software-as-a-Service (SaaS) offerings. Headquartered in Scottsdale, Arizona, Axway's global presence spans 20 countries.
For more information about us please visit: www.axway.com