What the role offers
Be the customer’s primary point of contact for support incidents related to a specific product center during India business hours (IST).
Develop an in-depth understanding of your customer’s environment and implementation & develop a strong working relationship with customers.
Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently.
Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
Apply best practices to help our customers minimize operational risks and avoid common pitfalls.
Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge.
Understand the operational profile of your customer's environment to improve the support that OpenText delivers.
Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
What you need to succeed
8+ years of hands-on experience with Fortify SAST and WebInspect (DAST), including administration, integration, and troubleshooting.
Bachelor’s degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.
Excellent problem solving and troubleshooting skills.
Working knowledge of database systems such as Oracle, SQL Server, and/or PGSQL databases, network architecture, firewalls, extranet security, virtual environments, backup and high available structures.
General knowledge of web servers, browsers and other internet applications.
Basic knowledge to review code in programming languages like Java, C#, Python
Solid understanding of Operating System platforms, cloud deployment providers (AWS, Azure, GCP), Application build platforms, and API testing using Postman/Swagger.
Experience integrating OpenText Fortify with Jenkins, GitLab CI/CD, Azure DevOps, and Bamboo will be considered an added advantage.
Good understanding of security concepts like OWASP Top 10, CWE/SANS Top 25, Secure SDLC, Threat modelling and Vulnerability lifecycle management
Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
Great communication, coordination, collaboration skills, and ability to navigate complex, matrixed organizations.
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.
