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're looking to welcome a Premium Support Engineer to our growing team, with advanced technical skills on OpenText Content Server.  You will work on our customer's complex software environments and provide technical support to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products and technical support they receive from OpenText, which will focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful with their OpenText Content Server solutions. This is achieved by building trust, focusing on value, being flexible, and being willing to go the extra mile to ensure customer satisfaction.

 

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 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:

Bachelor’s degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.  Advanced knowledge of Content Server.  Familiarity with OTDS (OpenText Directory Services), understanding of databases (Oracle, MS SQL Server, PostgreSQL), web technologies (HTTP/SSL/web servers), and authentication frameworks (SSO, SAML) would be beneficial. 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 ability to navigate complex, matrixed organizations. 

 

One last thing:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. 

 

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.