Sr. Technical Support Specialist - OpenText Service Management

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.

Your Impact

We are looking for a Sr. Technical Support Specialist to join our ITOM Support Team in Sofia, Bulgaria. This role focuses on supporting a critical product suite integral to our clients’ software development processes. It offers an exciting opportunity to combine technical expertise with exceptional client service skills, enabling you to troubleshoot, resolve complex issues, and act as a trusted advocate for our clients. 

More information about one of our products can be found here: https://www.opentext.com/products/saas/core-service-management

What the role offers:

• Assist clients with advanced technical support inquiries via chat, phone, and email.
• Troubleshoot and resolve technical issues, reproducing scenarios to identify root causes.
• Collaborate with Product Development on defect identification and patch testing.
• Document interactions and solutions in our CRM system.
• Promote Knowledge-Centered Services by creating and updating content for the knowledge base.
• Mentor team members and contribute to their skill development.

What you need to succeed

• Comfortable using Linux systems (RHEL, CentOS, Ubuntu) and Windows Server for basic troubleshooting, checking logs, and managing services.
• Familiar with Docker and fundamental Kubernetes concepts such as pods, services, and basic kubectl commands.Able to run simple queries and check logs in databases like PostgreSQL or Vertica.
• Understands basic networking concepts, including TCP/IP, HTTP/S, and TLS/SSL.
• Can test and troubleshoot simple REST API connections.

Advantages:

• Knowledge of cloud platforms (AWS, Azure, Google Cloud, BYOK, OpenShift) is beneficial.
• Has worked with or is open to learning tools like ServiceNow, Salesforce, or similar platforms.

One Last Thing

This role requires a proactive individual who thrives in a dynamic, ever-evolving environment. As a Sr. Technical Support Specialist, you’ll have the opportunity to make a significant impact on our clients' success and OpenText's offerings. Join us and be part of a team that drives innovation and excellence in the Enterprise Information Management space #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.