Job Description

Overview

This is more than a job. It's a chance to build, grow, and make a real impact! Join our team as our new Customer Tech Support Engineer with French! It is an exciting opportunity for a seasoned professional who thrives on solving complex technical issues and delivering exceptional customer experiences. You will play a key role in resolving escalated technical issues, mentoring junior team members, and continuously improving our processes. We value initiative and innovation, and the ideal candidate will not only demonstrate reliability and expertise in handling cases but also bring forward fresh ideas to enhance customer satisfaction, streamline workflows, and contribute to product feedback loops.

Location: Axway Romania, Bucharest, Calea Serban Voda, no.133, 4th DistrictEmployees work in a hybrid mode 2 days per week in the office

Responsibilities

• Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic;• Provide advanced technical support for both the application and environment including operating system and network;• Lead customers through issue resolution including customer meetings, status reports and updates;• Take phone calls, handle email, and web ticket customer issues within target (SLA);• Act as a gateway between the customer and the next level of assistance; ensuring issues have met minimal requirements for escalation;• Maintain knowledge base of Axway products and technology;• Document all customer interactions and activities in CRM;• Possibility to perform after hours cell phone assistance on a rotating basis (on-call service);

Goals:

• Ensure customer satisfaction by resolving and coordinating resolution of technical product problems and building customer relationships;
• Communicate problem resolution strategies and status to the customer, internal and external in an accurate, professional, and timely, mannerOwns and drives resolution of customer’s cases;
• Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their experience;
• Autonomously resolves problems of diverse scope and moderate complexity where analysis of data and/or situations require a review of identifiable factors;
• Organizes delivery of product fixes to customers, coordinating necessary resources to ensure delivery is timely, efficient and satisfactory;
• Under guidance of the manager, will implement strategies for problem resolution that meet customer business requirements;
• Exercises judgment within generally defined practices and procedures to decide appropriate action;
• Provides limited account management with designated customers to monitor satisfaction levels, and to identify issues where assistance can be improved;
• Works with other company personnel to maintain a quality of customer interaction consistent with Global standards;
• Promotes customer advocacy and satisfaction throughout the company;
• Resolves customer and field inquiries regarding the company’s current products.

Qualifications

• Bachelor’s degree in a technical field (computer science, math, engineering or related subject matter);• Good verbal and written communication skills in English;• Excellent customer service skills and passionate about helping customers resolve their issue;• Logical thinking and effective problem-solving skills;

Preferred Qualifications

• Experience with linux/unix troubleshooting/administration;
• Experience with SQL databases;
• Knowledge regarding network connectivity and network troubleshooting tools;
• Knowledge with file transfer protocols FTP, FTPS, SFTP and with HTTP communication protocol;
• Knowledge of SSL/TLS;
• Experience with virtualization and containerization technologies (e.g. VmWare, Virtualbox, Docker, OpenShift);
• Knowledge of client-server architecture, clustering and load balancing;
• Knowledge on SOAP/Webservices, REST, OAuth will be a plus;
• Previous Technical Support experience is appreciated.

Company Overview

Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders, helping organizations drive digital transformation with secure, mission-critical software that powers impactful business outcomes.

As part of 74Software, we're backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of enterprise integration solutions.

Why Axway?

At Axway, we believe we're better together. We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.

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