Sr. Technical Support Specialist

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The Opportunity:
 

Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues.  You’ll identify defects and escalate to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area.  This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience.

Your Impact:
 

• Assisting customers with complex technical support enquiries via chat, phone, and email.
• Utilizing exceptional written & verbal communication skills to deliver great Customer Experience.
• Incident management in adherence to the defined processes.
• Documenting interactions with internal & external stakeholders using the CRM tool.
• Collaborating with other teams while adhering to SLO’s and KPI’s.
• Advanced troubleshooting on escalated cases.
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys.
• Collaborating with various stakeholders to act as a trusted customer advocate.
• Promoting Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions.

What the role offers:

• 5+ years’ experience in a technical support environment.
• Flexible to provide on-call / outside business support hours as, and when, needed.
• A Science /Technology Engineering or bachelor’s degree preferred.
• Strong analytical and critical thinking skills.
• Strong verbal and written communication skills.
• Proven experience working in a fluid environment that is ever growing and changing.
• Ability to multi-task and prioritize work effectively.
• Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge

What you need to succeed:
 

• Hands-on experience troubleshooting Windows/Linux Operating Systems.
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
• Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica
• Active Directory and/or eDirectory
• Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
• Web servers such as Apache or IIS and application servers like Tomcat and JBoss
• Familiarity with C/C++, Java, JavaScript, Python, PHP
• Virtualization Skills – VMware, Hyper-V
• Experience on Cloud technologies – AWS, Azure or Google Cloud
• Good Scripting knowledge - Perl, Python, Shell
• Must be familiar with HA and DR setup.
• Experience in Docker/Kubernetes
• Experience in Web Service/Java script
• Optional Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.