Job Description

OPENTEXT - THE INFORMATION COMPANY

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.



AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do--powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.



THE OPPORTUNITY



We are looking for a Lead Technical Support Specialist (for ITOM) to join our IT Operations Management Support Team. In this role, you will support a product suite (SS, ITOM) that helps our customers manage their critical IT infrastructure and operations. This includes monitoring public and private cloud deployments, managing modern enterprise networks, orchestrating hybrid cloud environments, and overseeing the lifecycle of virtual and physical servers, databases, and middleware. The Lead Technical Support Specialist will be responsible for making our customers wildly successful by providing end-to-end technical support experience of the highest quality on OpenText products and providing support and guidance to the Technical Support Specialists. Addressing a customer's concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers. Our Lead Technical Support Specialist position offers you an opportunity to learn about new and exciting technology, while working with the world's top Fortune 500 companies. As a Lead Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. Critical thinking is something that you will use daily as each customer's situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you will always feel supported and in turn, you will provide support to others.

YOUR IMPACT



Assisting customers with complex technical support enquiries via CRM tools, phone and email. Providing advanced troubleshooting on issues that have been escalated by previous support levels, including advanced and complex technical issues. Working with customers who have OpenText solutions on-premises and in the cloud. Written and verbal communication and able to use them to represent OpenText with excellent composure and patience, whilst clearly documenting all interactions for multiple issues and attending, and leading, status calls. Remaining focused and able to express empathy to managing customer expectations and relationships in critical situations. Properly escalating cases to the appropriate teams as needed based on issue complexity, progress and process documentation. Work closely with these teams to identify new trends/resolutions. Working independently and effectively managing assigned cases with proactive case management best practice and closing the loop on escalations to other teams. Positively promoting Knowledge Centered Services and assisting in the content creation/editing process for our Knowledge Base by creating and editing content as necessary based on findings within your support interactions. This includes, but is not limited to, documenting new issues and solutions, editing existing content for clarity, and removing content that is no longer relevant. Continued use, and encouraging others' use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer issues. Remaining current on internal alerts, training and process changes that are designed to prepare you for the evolving requirements of the role. Acting as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary. Familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity. You can serve as an escalation point and mentor to your team for more complex issues. Being flexible with your working hours allows us to provide on-call / outside business support hours as, and when, needed. Collaborating with development teams to replicate and demonstrate issues. Maintaining excellent communications with others in support and management Representing the company as a technical expert with customers, sharing knowledge around expertise and being recognized as an expert in your field.

WHAT YOU NEED TO SUCCEED



You enjoy learning about new technologies and teaching others about them The ability to interact with people and be able to adjust your communication style based on their individual needs An ability to navigate, and lead, difficult conversations with customers You are passionate about resolving customer issues and helping to proactively resolve issues for future customers A quick learner who understands the need for and follows process and acts as a role model for others in the team You will not be satisfied until you are an expert in what you do A strong focus on continuous improvement and career progression A key team contributor, promoting a positive team environment and team growth Be able to manage the various daily duties with agility and a smile A track record of good judgment and decision-making skills Passion for providing quality customer service and technical support Demonstrated strong analytical and critical thinking skills Strong verbal and written communication skills Typically, 5+ years' experience in technical support and customer centric environment A Science, Technology, Engineering, or Mechanics University or bachelor's degree preferred. Extensive knowledge of either windows and/or Linux/UNIX Operating Systems. Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing. Database knowledge (PostgreSQL, Oracle, MS SQL, Vertica or others) Virtualization skills (VMware, Hyper-V) Experience with cloud technologies (AWS, Azure, Google Cloud) Scripting knowledge (Perl, Python, Shell) Familiarity with High Availability (HA) and Disaster Recovery (DR) setups Proven experience working in a fluid environment that is ever growing and changing. Demonstrated ability to multi-task and prioritize work effectively. Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.

ONE LAST THINGOpenText 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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.