Customer Tech Support Engineer with French

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

• Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support
• 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
• Respond to phone, email, and web ticket customer issues within target service level agreements (SLA).
• Act as a gateway between the customer and the next level of support; 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 support on a rotating basis (on-call service)

• 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, manner
• Owns 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 support experience
• Independently 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 determine appropriate action
• Provides limited pro-active account management with designated customers to monitor satisfaction levels, and to identify issues where support can be improved
• Works with other company personnel to maintain a quality of customer interaction consistent with Global Support standards
• Promotes customer advocacy and satisfaction throughout the company
• Resolves customer and field inquiries regarding the company’s current products

• 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.

• 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.

Axway