B2B Principal Customer Tech Support Engineer

About the role

It's a chance to build, grow, and make a real impact! Join our team as our new B2B Principal Services Architect ! Axway is currently seeking a B2B Architect with deep technical expertise in designing and architecting industry-leading B2B solutions for Managed Services implementations. The ideal candidate will have a proven track record of helping organizations implement and operate mission-critical production systems, ensuring reliability and performance at scale. A commitment to excellence in customer support and service delivery will be essential for success in this role. Location: Scottsdale, AZ Hybrid: 2 Days Onsite Per Week

Responsibilities

• As a B2B Principal architect, you will be expected to operate at multiple levels, including:
• Act as an operations consultant for both classic and Kubernetes-based application platforms.
• Establish observability standards: 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 relevant to the customer base (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: operational standards, runbooks, and best practices.
• Mentor (informal enablement) 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

• We are looking for an expert who meets the following criteria:
• 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.
• 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 integra

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