B2B Principal Customer Tech Support Engineer

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related engineering field.
• 10+ years of experience working on B2B solutions (design, implementation, administration, operations, support, and monitoring).
• Proven L3-level experience in application operations, production support, and incident management.
• Highly self-motivated, detail-oriented, and organized, with a strong commitment to excellence.
• Experience in B2B, Managed File Transfer (MFT), integration, and EDI mapping solutions.
• Solid understanding of the Controlled Substances Ordering System (CSOS).
• Strong analytical and problem-solving skills, with a creative and logical mindset.
• Ability to clearly articulate the value of technical capabilities to diverse audiences.
• Proven ability to manage multiple workstreams while maintaining high levels of customer satisfaction.
• Experience engaging with customers in a consultative capacity and building strong internal and external relationships.
• Excellent verbal and written communication, as well as presentation skills.
• Hands-on experience with Axway B2B Solutions, including B2Bi, CSOS, and Sentinel.
• Experience working with product APIs and leveraging them to build automation.
• Strong practical experience operating and supporting applications in production environments.
• Solid experience in system and/or application administration on Linux/Unix platforms.
• Familiarity with ticketing systems such as Salesforce, ServiceNow, and Jira.
• Experience with databases (Oracle, MySQL, and PostgreSQL).
• Strong knowledge of file transfer protocols and related technologies (SFTP, FTP/S, HTTPS, and AS2).
• Understanding of networking concepts (OSI model) and experience with tools such as Wireshark.
• Knowledge of Public Key Infrastructure (PKI) and X.509 certificates.
• Experience in web application security and federated identity domains.
• Experience with containerization technologies such as Docker.
• Experience deploying and managing container orchestration platforms such as Kubernetes and/or OpenShift.
• Proficiency in at least one scripting language (e.g., Bash, Python).
• Familiarity with authentication and authorization standards, including SAML, WS-Fed, WS-Trust, OAuth, OpenID, and XACML.
• Understanding of cloud technologies and architectures.