Lead Premium Support Engineer

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're looking to welcome a Premium Support Engineer with advanced technical support skills to our growing team in EMEA. You will assist assigned Premium Support clients by providing a single point of contact into the OpenText Technical Support organization for the product you are trained in. You will add value to your assigned clients by gaining first-hand knowledge of their environment, configuration and support requirements.

This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure clients are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure client satisfaction. 

What the role offers

• Senior Support Expert who acts as a single point of contact for all technical support cases on enterprise software from assigned Premium Support clients,
• Develop an in-depth understanding of your clients’ software environment to resolve their support cases more efficiently,
• Develop a strong working relationship and act as an extension of the client's technical team,
• Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues,
• Coordinate with other OpenText support experts and Product Development to expedite timely resolution of support cases.

What you need to succeed

• Calm analytical approach to problem solving and excellent troubleshooting skills.
• Professional manner with excellent communication skills, an authoritative voice during critical situations
• Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
• Helpful, flexible and willing to go the extra mile to ensure client satisfaction.

Main skills we are looking for:

• Windows and/or Linux administration
• Networking knowledge: TCP/IP, Firewalls, Proxy servers
• Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
• Basic understanding of web technologies (HTTP/SSL/web servers)
• Cloud experience (good to have): AWS, Azure, GCP
• Containers experience: Docker/Kubernetes or any of the open-source alternatives
• Python, Java and Shell scripting (at least one).
• Bachelor’s degree preferred with previous working experience in a client support environment.
• Experience with Opentext‘s IDM and/or Identity Access Manager constitutes an advantage #LI-Onsite

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]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.