Provide hands-on troubleshooting, diagnostics, and problem replication for customer issues• Support application functionality as well as the surrounding environment (OS—especially Linux, database, network, etc.)• Respond to phone, email, and web ticket customer issues within target service levels• Act as a gateway between the customer and the internal teams, including R&D, sales, and escalation engineers, to ensure product fixes and enhancements)• Maintain current working knowledge of Axway products and technology• Document all customer contacts and activities in CRM• Provide beta/sprint support for assigned products• Independently manage and drive the resolution of customer cases from intake to closure within strict target Service Level Agreements (SLAs)• Participates in 24/7 after-hours on-call rotations and may require occasional travel to customer sites for on-site troubleshooting• Provides proactive account management for designated customers to monitor satisfaction levels and identify opportunities for support improvement. • 1–3 years of experience in technical support, IT helpdesk, software/application troubleshooting, or similar hands-on technical role• Bachelor's Degree in IT, CS, or a related field of study• Strong familiarity with Linux commands, navigation, logs, and environment troubleshooting• Understanding of core internet and communication protocols such as FTP/SFTP, HTTP/HTTPS, SMTP, SSH, SSL/TLS• Basic proficiency with SQL and database concepts (e.g., Oracle, MySQL, PostgreSQL, MongoDB) is required• Strong analytical thinking and curiosity-driven problem solving• Excellent communication skills and comfort working directly with customers• The desire to flourish while working at an international company with coworkers from all over the globe is essential.•