Senior Customer Tech Support Engineer III

As a Senior Customer Tech Support Engineer III at Axway, you will focus on troubleshooting complex customer issues, developing software solutions, and acting as a liaison between customers and higher-level technical resources. You will analyze user needs and provide advanced diagnostic support for both applications and their respective environments. This position is pivotal in ensuring customer satisfaction through your direct interactions and timely problem resolution.

To be considered for the Senior Customer Tech Support Engineer III position at Axway, you need to hold a Bachelor’s degree in Information Technology, Applied Computer Science, Electronic Engineering, or a related field. Additionally, you should possess three years of related experience that includes expertise in database systems like Oracle or SQL, networking protocols, and application technologies. Specific experience with enterprise-level EDI processing software is essential.

In the role of Senior Customer Tech Support Engineer III at Axway, you will work with a variety of technologies including database systems such as Oracle and MySQL, networking protocols like TCP/IP, and application transport protocols including HTTP and FTP. Familiarity with enterprise-level software like Axway B2Bi and programming languages such as Java or C++ is also important.

Yes, the Senior Customer Tech Support Engineer III position at Axway allows for partial remote work. However, candidates must reside within a reasonable commuting distance to our Scottsdale office to ensure effective collaboration and client engagement when necessary.

Key skills for a successful Senior Customer Tech Support Engineer III at Axway include advanced troubleshooting abilities, strong communication skills, and comprehensive knowledge of both networking protocols and database systems. Additionally, experience with managed file transfer technologies and a good understanding of customer relationship management tools will be beneficial.

When answering this question, focus on specific examples of how you've identified and resolved complex issues. Highlight your problem-solving process and any tools or techniques you used to analyze the problems, as well as the ultimate outcome of your interventions.

Be prepared to discuss various database technologies like Oracle or SQL that you have experience with. Explain specific scenarios where you've utilized these technologies to solve problems or improve processes, and emphasize your analytical skills in that context.

In your response, detail your approach to prioritization based on urgency and impact. Discuss tools or methods you've used in the past to manage your workload effectively and ensure that all customer issues are addressed in a timely manner.

Clarify your documentation practices, emphasizing accuracy and detail. Mention any CRM tools you've used and explain how thorough documentation aids in tracking issues and enhancing customer service quality.

Demonstrate your commitment to continuous learning by mentioning relevant certifications, courses, or professional networks you’re part of. Share how you apply new knowledge to improve your work or assist customers.

Provide a detailed response that outlines the challenges faced, your thought process, and the steps you took to resolve the situation. Focus on communication and teamwork, and how you achieved a positive outcome.

Researching Axway’s core values and customer support approach before your interview will help you tailor your response. Speak on how their philosophy aligns with your own values regarding customer service excellence.

Highlight your understanding of Electronic Data Interchange (EDI) and its relevance to business operations. Discuss how your knowledge in this area helps you provide better support for clients using EDI solutions.

Talk about your systematic approach to learning, which might include researching documentation, exploring online resources, or seeking mentorship. Share a personal example of a new technology you successfully adopted.

Reflect on qualities such as problem-solving skills, technical knowledge, communication, empathy, and adaptability. Discussing real-life examples where you've exhibited these traits can make your answer even more compelling.