Senior Technical Support Specialist

OpenText - The Information Company

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:

OpenText is seeking tech-savvy individuals to join the EMEA Technical Support Team. As a Senior Technical Support Specialist, you'll provide Technical Support to internal, partner, and external customers in the EMEA region. Your role requires excellent communication and organizational skills, the ability to multitask, and a background in enterprise information systems. Your role involves proactive issue resolution, collaboration with various teams, and contributing to the growth of the customer support team. This role requires participation in on-call and weekend rotations.

What you will do:

• Handle support calls and emails from OpenText customers, partners, and internal resources.
• Utilize various tools and techniques for problem resolution, demonstrating judgment and technical knowledge.
• Take ownership of goals, follow through on commitments, and escalate issues as needed.
• Engage in client engagement and customer service with a focus on Enterprise Content Management Systems.
• Troubleshoot issues in an N-tier Software Architecture environment.
• Conduct urgent investigations, problem isolation, and respond to high-priority issues.
• Have knowledge and/or experience with MySQL and scripting.
• Install, configure, and maintain mainstream OS (Windows, Linux) and DB (SQL Server, Oracle).
• Familiarity with Tomcat web servers.
• Understand infrastructure and cloud technologies, including storage, backup & restore, networking, load balancer, proxy, firewalls, profile security management, Kubernetes, etc.

What you will need:

• High-level client engagement and customer service skills.
• Experience in supporting Enterprise Content Management Systems.
• Proficiency in troubleshooting N-tier Software Architecture issues.
• Problem-solving and analysis skills using product trace/logging information.
• Knowledge and/or experience with MySQL and scripting.
• Installation, configuration, and maintenance experience with OS (Windows, Linux) and DB (SQL Server, Oracle).
• Familiarity with Tomcat web servers.
• Understanding of infrastructure and cloud technologies.
• Ability to mentor others and contribute to process improvements.

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 [email protected].