In 2021, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Technical Support Engineer with English to join Axway's family.
Are you ready? Join us now!
Together we can. Together we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform enterprises of all sizes - more than 11,000 in 100 countries at last count.
Axway revitalizes heritage IT infrastructures to enable brilliant digital customer experiences, unlock new business innovation and capabilities, and put companies on a secure, future-proof path for growth.
You'll exchange ideas with a culturally rich global community of over 1,800 members who connect remotely or show up onsite in virtually every time zone on the planet.
And you'll have the support and camaraderie of your Axway leadership and colleagues to serve as a reminder that you're not alone on your journey, and that every day, you've taken one more step forward.
With Axway, you'll go far because we're better together. Learn more : www.axway.com.
We are a team of friendly and passionate engineers that are assisting Axway customers to solve technical issues while manifesting a genuine interest for their experience.
We are offering advanced technical support on our products by resolving issues that may occur during installation, configuration, usage and administration of our software solutions.
Currently we are seeking a colleague to provide technical support on one of our solutions : Amplify API Management Platform.
He or she will work closely with local and remote colleagues to solve product related issues and provide answers to customer's queries while maximizing their satisfaction.
The ideal candidate is someone who has experience in providing software support for an enterprise product or cloud platform and / or finds pleasure in solving technical puzzles.
Provide advanced technical support to On-Premise customers and Platform users.
Work with little or no supervision to provide personalized technical assistance including research, troubleshooting, problem replication and diagnostic.
Support Axway customers and provide guidance on any questions they might have regarding the application, its configuration and the environment (including operating system and network)
Lead customers, consultants or Platform users through issue resolution including customer meetings, status reports and updates.
Respond by phone, email or chat to customer tickets / questions within target service level agreements (SLA).
Act as a gateway between the customer and internal escalation teams ensuring issues have met minimal requirements for escalation.
Maintain and improve the existing knowledge base of Axway products and technology
Document all customer interactions and activities while focusing on data quality and reusability
Excellent verbal and written communication skills in English (French is a plus).
Excellent customer service skills
Troubleshooting skills, logical thinking and technical curiosity
Ability to work proactively in a dynamic environment as part of distributed team
High level of ownership and accountability
Key technical competences :
Experience with Windows or UNIX troubleshooting / administration
Knowledge regarding network connectivity and HTTP communication protocol
Experience with virtualization and containerization technologies (e.g. VmWare, Virtualbox, Docker, OpenShift).
Knowledge of client-server architecture, clustering and load balancing.
Knowledge of SQL / NoSQL, SOAP / Webservices, REST, SSL / TLS, OAuth will be a plus
Previous Technical Support experience is appreciated
Career Development :
This is what our candidates can expect from us if they choose to join our team :
Career development : Employee career development is one of Axway’s major company values; and we are deeply committed to helping them leverage the promotion and job mobility opportunities that are right for them.
In addition, Axway’s global presence creates opportunities for geographical mobility both within Axway subsidiaries.
An important training plan (technical, product & functional) in order to insure your integration and your performance
A competitive remuneration package and real benefits (meal tickets, private medical insurance and dental included, shared gym access, Bookster, Safari, Amazon E-library, Udemy trainings etc)
A future and a potential for growth in an international company
A very friendly working environment with experienced professionals
Get challenged with important tasks so they can show their full potential and obtain new skills
More paid vacation (25 days / year)
Working time that can be flexible when needed
Work from home policy and full remote work at the moment during the current situation
Open office space with various entertainment opportunities.