B2B Principal Customer Tech Support Engineer

Remote from: USA
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Technical Support
Employment type: Full Time,
Job posted: 10 Jun 2026
Apply before: 10 Jul 2026
Experience level: Senior
Views / Applies: 20 / 6

Better Together

Computer Software
2001

AI Summary

This role is for a B2B Principal Customer Tech Support Engineer (also referred to as a Services Architect) at Axway, based in Scottsdale, AZ with a hybrid work schedule. The position involves leading complex incident resolution, managing technical escalations, and driving Root Cause Analysis for B2B and EDI solutions. The ideal candidate has over 10 years of experience in B2B technologies, including Axway products, and strong Linux administration skills. This role requires consultative engagement with customers and internal teams, as well as participation in on-call rotations and after-hours support. The position is suited for a highly self-motivated individual with deep technical expertise and a commitment to excellence in customer support.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The difficulty is rated 4 because the role requires deep expertise across multiple domains (B2B, Kubernetes, Linux, incident management) and involves leading complex problem resolution and mentoring junior staff, but it is not at the highest level of strategic architecture.

Salary Analysis

AI Insight The salary range was not provided in the listing. Based on US market data for a Principal-level B2B Technical Support Engineer with over 10 years of experience, the estimated median salary is $165,000, with a typical range of $120,000 to $200,000. This role's compensation is likely competitive given the specialized skills required in Axway B2B solutions and Kubernetes.

Key Skills

B2B EDI Axway Kubernetes Linux Incident Management Customer Support Managed Services Cloud Automation

Cover Letter Sample

I am writing to express my interest in the B2B Principal Customer Tech Support Engineer position at Axway. With over 10 years of experience in B2B solutions, including extensive work with Axway B2Bi, CSOS, and Sentinel, I am confident in my ability to provide the high-level technical support and architectural guidance this role demands.

My background includes leading complex incident resolutions, performing root cause analysis, and ensuring operational excellence for mission-critical production systems. I have strong hands-on experience with Kubernetes, Linux administration, and automation through product APIs, which aligns with your need for expertise in modern cloud environments.

I thrive in collaborative environments and have a proven track record of engaging with customers consultatively to drive continuous improvements. My ability to mentor L1/L2 engineers and contribute to internal best practices will support the team's growth and service delivery goals.

I am eager to bring my technical depth and commitment to excellence to Axway and help ensure the reliability and performance of your customers' B2B solutions. Thank you for considering my application.

Possible Interview Questions

Can you describe your experience with Axway B2Bi and how you have handled a critical production incident?

I have worked with Axway B2Bi for over 5 years, managing complex B2B integrations. In one instance, a production issue caused a failure in file transfers for a major client. I led the incident response, identified that a recent certificate rotation caused an authentication failure, and worked with the security team to roll back the change and implement a correct rotation process. I then coordinated with the client to reprocess failed transactions and updated runbooks to prevent recurrence.

How do you approach mentoring L1/L2 support engineers while managing your own workload?

I prioritize by setting aside dedicated time for mentoring, such as weekly knowledge-sharing sessions. I also encourage shadowing during incident resolution to provide real-time learning. I use a ticketing system to track my tasks and ensure that mentoring activities do not compromise my core responsibilities. By empowering junior engineers, I reduce escalations over time, which helps manage my workload.

Explain a time you had to design a Disaster Recovery strategy for a B2B system.

I led the DR design for a healthcare client's B2B platform. I assessed their RPO/RTO requirements based on compliance (HIPAA). The solution involved replicating Axway servers across two AWS regions, using automated failover scripts and regular backups of configuration and transaction logs. I also coordinated quarterly DR tests to validate the process and updated documentation accordingly.

What is your experience with Kubernetes in a production environment for B2B applications?

I have deployed and managed Axway B2Bi containers on Kubernetes clusters for several clients. I set up namespaces for different environments, configured RBAC for security, and implemented monitoring using Prometheus and Grafana. I also managed rolling updates and autoscaling based on transaction volume to ensure high availability.

How do you stay updated with changes in B2B protocols and compliance requirements like HIPAA or GDPR?

I subscribe to industry newsletters, attend webinars, and participate in forums like the Axway community. For compliance, I regularly review updates from regulatory bodies and work with our legal team to ensure our solutions meet the latest standards. I also incorporate compliance checks into our deployment pipelines.

Overview

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.

Qualifications

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 integrating with Security Information and Event Management (SIEM) systems, including log ingestion, correlation, and monitoring.
Familiarity with DevOps tools such as Puppet, Chef, Ansible, and Jenkins.
Exposure to AI-assisted integration capabilities (e.g., LLM-powered mapping assistants) and event-driven / API-first B2B patterns.

Company Overview

Axway has been shaping the future of enterprise integration for over 25 years. We are recognized as global industry leaders, helping organizations drive digital transformation with secure, mission-critical software that powers impactful business outcomes.

As part of 74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of enterprise integration solutions.

Why Axway?

At Axway, we believe we’re better together. We celebrate diverse perspectives and experiences, knowing our people are our greatest strength. Join us and be part of a team where you can thrive, grow, and make an impact.

We offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.

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