Senior Customer Tech Support Engineer II

As a Senior Customer Technical Support Engineer II at Axway, you'll engage in advanced troubleshooting, provide diagnostic support, and lead accounts through complex issue resolutions. You'll communicate directly with customers via phone, email, and web tickets while ensuring issues meet minimum requirements for escalation. Additionally, documentation of all customer interactions and after-hours support on a rotating basis are central to this role.

To qualify as a Senior Customer Technical Support Engineer II at Axway, you should have 3-5 years of experience in a customer support environment and a Bachelor's degree in IT, Computer Science, or a related field. Proficiency in database systems, especially Oracle and SQL, as well as familiarity with SecureTransport and network protocols like FTP and HTTP, are integral. Moreover, the ability to work in diverse teams globally is essential.

The position of Senior Customer Technical Support Engineer II at Axway requires expertise in SecureTransport and familiarity with TransferCFT. Experience with programming languages, such as Java, C++, and Perl, is advantageous. Proficiency in operating systems including UNIX, Linux, and Windows platforms is necessary, along with a keen understanding of network connectivity and communication protocols.

At Axway, we are dedicated to your personal and professional growth. As a Senior Customer Technical Support Engineer II, you will receive mentorship from experienced professionals and the chance to work on innovative projects with diverse teams. Our collaborative environment fosters creativity and offers numerous opportunities for skill enhancement, enabling you to reach your highest potential.

The work environment for a Senior Customer Technical Support Engineer II at Axway is dynamic and engaging, where collaboration is paramount. You will be part of a culturally diverse team that emphasizes mutual support and open communication, working remotely or on-site. Flexibility, creativity, and a commitment to customer satisfaction are encouraged, creating a fulfilling workplace.

When answering this question, highlight specific scenarios where you successfully diagnosed and resolved issues. Discuss the tools and methodologies you used, the process you followed to replicate the problem, and the outcome. Emphasize your proactive support approach and how it contributed to customer satisfaction.

For this question, share your hands-on experience with UNIX and Linux systems, focusing on any specific tasks you have performed, such as configuration or troubleshooting. Mention any relevant certifications or training that demonstrate your capability and comfort with these platforms.

Discuss your organizational skills and any tools or systems you utilize to manage multiple cases effectively. Explain your methodology for prioritization, perhaps referencing response times, urgency, and customer needs, to show how you deliver high-quality service.

In your response, provide a specific example where you successfully conveyed complex information to a non-technical audience. Highlight your ability to simplify terminology and use visuals or analogies, demonstrating your strong communication skills.

Explain your approach to continuous learning, such as following industry news, participating in webinars, attending workshops, or engaging with peers. Mention how you apply this knowledge in your role to enhance customer support and technical solutions.

Share a detailed account of a challenging situation, focusing on what made it difficult and how you handled it. Emphasize your conflict resolution skills and your focus on retaining customer rapport while resolving their issues.

Discuss your commitment to service excellence by explaining your monitoring processes and proactive engagement with customers. Highlight any specific metrics you track and adjustments you make to consistently exceed expectations.

Outline your familiarity with CRM tools by mentioning the specific software you've used and detailing how you've utilized it to log customer interactions and track support cases. Emphasize your organizational skills and attention to detail in maintaining accurate records.

Talk about the collaborative nature of customer support and how teamwork enables better problem-solving. Share examples of working effectively with colleagues from different departments to achieve customer satisfaction and successful outcomes.

Your answer should reflect your understanding of Axway’s mission and culture. Discuss what attracted you to the company, the role, and how your previous experience aligns with Axway's goals. This is a chance to show your passion for both the position and the company.