Lead Premium 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.

Your Impact

We are looking to welcome a Premium Support Engineer to our growing team, with advanced technical skills in one (or more) of a number or product areas (see below). You will work on our customer's complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products, technical support, and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction.

Hands-on working experience with the below product would be a great asset, but it is not required.

• Service Manager (SM/SMAX)
• Network Automation (NA)
• Application Performance Management (APM/BAC)
• Universal Configuration Management Database (uCMDB)
• Operations Bridge Manager (OBM)
  
  

What The Role Offers

• Be the customer's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment
• Implement & establish a strong trusted 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.
• Identify and recommend 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 and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
  
  

What You Need To Succeed

• Bachelor’s degree preferred or Associate degree holder (technical field) with min 3 years working experience in a customer support environment.
• Knowledge of one or more of the product areas would be an asset.
  
  

Service Manager (SM/SMAX)

Network Automation (NA)

Application Performance Management (APM/BAC)

Universal Configuration Management Database (uCMDB)

Operations Bridge Manager (OBM)

Familiarity with general industry technology, i.e. Outlook, Windows, general networking, Databases etc.

A proven track record of in-depth technical troubleshooting.

Strong relationship and team-building skills, with the ability to negotiate and resolve conflict.

Great communication, coordination, and collaboration skills, and the ability to navigate complex, matrixed organizations.

Ability to guide and advise customers proactively on best practices, configuration optimization, tuning, and integrations.

Spanish or French Language is an asset.

Willingness and ability to travel if required. (

Willingness and ability to work occasionally outside of business hours, including weekends.

One Last Thing

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.