Senior Enterprise Tech Support Engineer (Hybrid)

Axway; Scottsdale (AZ); Hybrid; USD 90,000 - 135,000; Full time

Benefits offered by this job

Health coverage

Retirement plans

Paid time off

Flexible work

Career development

Global culture perks

Job summary

Axway is seeking a Senior Customer Technical Support Engineer in Scottsdale, AZ. You will provide advanced enterprise application support for our MFT product, troubleshoot across OS, databases, and networks, and work directly with customers to resolve complex issues.

This hybrid role requires 5+ years in customer support, a IT/CS degree, strong SQL knowledge, Linux/Unix and Windows proficiency, and familiarity with cloud and container tech (AWS/Azure/GC, Docker, Kubernetes).

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 5+ years of experience in customer support or production environment.
• Deep knowledge of network connectivity and protocols (FTP/SFTP, HTTP/HTTPS, SSH, TLS).
• Familiarity with cloud and container tech (AWS, Azure, GC, Docker, Kubernetes).
• Proficiency with Linux/Unix and Windows OS, including command-line and log analysis.
• Proficiency in SQL and database concepts (Oracle, MySQL, PostgreSQL, MongoDB).
• Willingness to work with an international team and on-site presence during business hours.

Responsibilities

• Provide advanced technical support for application and environment including OS, database, and network.
• Lead accounts through complex issue resolution with customer meetings, status reports, and updates.
• Respond to phone, email, and web ticket issues within target SLAs.
• Act as gateway between customer and internal teams (R&D, sales, escalation engineers).
• Maintain current knowledge of Axway products and technology.
• Document all customer contacts and activities in CRM.
• Provide beta/sprint support for assigned products.
• Manage and drive resolution of customer cases from intake to closure within SLAs.
• Participate in 24/7 on-call rotations and travel to customer sites as needed.
• Provide proactive account management to monitor satisfaction and opportunities for improvement.

Skills

Networking

Linux/Unix

Windows OS

SQL databases

Cloud & containers

Docker/Kubernetes

Customer communication

Problem solving

Education

Bachelor's degree in IT/CS

Tools

Docker

Kubernetes

Oracle/MySQL/PostgreSQL/MongoDB

Job description

Axway is seeking a Senior Customer Technical Support Engineer in Scottsdale, AZ. You will provide advanced enterprise application support for our MFT product, troubleshoot across OS, databases, and networks, and work directly with customers to resolve complex issues.

This hybrid role requires 5+ years in customer support, a IT/CS degree, strong SQL knowledge, Linux/Unix and Windows proficiency, and familiarity with cloud and container tech (AWS/Azure/GC, Docker, Kubernetes).