B2B Principal Customer Tech Support Engineer

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 int