B2B Principal Customer Tech Support Engineer

B2B Principal Customer Tech Support Engineer

Axway is seeking a highly experienced and motivated B2B Principal Customer Tech Support Engineer to join our team. This is a permanent, hybrid role based in Scottsdale, AZ, requiring two days onsite per week. You will play a crucial role in designing, implementing, and supporting industry-leading B2B solutions for our Managed Services clients, ensuring reliability, performance, and exceptional customer support.

About the Role

As a B2B Principal Customer Tech Support Engineer, you will operate at multiple levels, acting as an operations consultant for both classic and Kubernetes-based application platforms. You will be instrumental in establishing observability standards, leading complex incident resolution, and driving continuous improvement in our B2B solutions.

Key Responsibilities

• Act as an operations consultant for classic and Kubernetes-based application platforms.
• Establish observability standards, including real-time B2B/EDI dashboards, transaction tracking, anomaly detection, SLA-breach alerting, and proactive incident response.
• Lead complex incident resolution and manage technical escalations.
• Drive Root Cause Analysis (RCA) and recommend long-term corrective and preventive actions.
• Lead application and platform upgrades while ensuring stability and minimizing service disruption.
• Provide expert guidance on operating, securing, scaling, and optimizing containerized applications in managed cloud environments.
• Perform capacity planning, autoscaling, and cost optimization for classic and Kubernetes workloads.
• Design, review, and support Kubernetes architectures, including clusters, namespaces, RBAC, ingress, networking, and storage.
• Ensure alignment with regulatory and industry compliance regimes (e.g., HIPAA, PCI-DSS, GDPR, SOX, FDA/DSCSA, BDEW).
• Plan and execute Disaster Recovery (DR) strategies, testing, and maintenance activities.
• Contribute to internal practice assets, including operational standards, runbooks, and best practices.
• Mentor and support L1/L2 engineers.
• Collaborate closely with customers and internal teams on architecture decisions, implementations, and continuous improvements.
• Participate in on-call rotations and provide after-hours support as required.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related engineering field.
• 10+ years of experience working with 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.

Technical Critical Requirements:

• 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.

Technical Optional Requirements (nice to have):

• Knowledge of API management concepts and best practices.
• Experience with API management platforms.
• Experience building and consuming web APIs (XML, REST, JSON).
• Experience testing REST-based APIs.
• Experience