Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. As a Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Operations Bridge Manager Engineering, and test software patches for Clients. You will be recognized by your peers as an expert in your chosen product area.
What the role offer
Provide advanced technical support to clients via chat, phone, and email.
Troubleshoot complex and escalated issues beyond initial support levels.
Support both on-premises and cloud-based OpenText solutions.
Maintain clear written and verbal communication, documenting all interactions and leading status calls when required.
Manage customer relationships with empathy and professionalism, especially in critical situations.
Escalate issues appropriately and collaborate with cross-functional teams to resolve them and identify trends.
Independently manage cases using proactive best practices and ensure proper resolution closure.
Contribute to and improve the Knowledge Base by creating, updating, and refining technical content.
Utilize support tools and stay updated with training, alerts, and evolving processes.
Act as a technical expert, mentoring team members, collaborating with development teams, and representing the company to clients.
What you need to succeed
Passion for providing quality customer service and technical support
Demonstrated strong analytical and critical thinking skills
Strong verbal and written communication skills
3+ years’ experience in technical support and client centric environment
Bachelor’s degree in computer science/technology/engineering is preferred
2+ years of technical experience on any of the IT Operations monitoring tools, preferably OpenText Operations Bridge Manager (OBM)
Should be comfortable with various operating systems usage and troubleshooting – Linux, Windows
Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica
Knowledge and analysis experience of fundamental network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
Knowledge on virtualization – Vmware, Hyper-v
Experience on Cloud technologies – AWS, Azure
Good Scripting knowledge - Perl, Python, Shell
Good knowledge of ITIL processes.
Must be familiar with HA and DR setup
Experience in Docker/Kubernetes
Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and
hypothesis formulation and testing.
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.
