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Lead Technical Support Specialist

Req id:  1908

Alpharetta, GA, US, 30009


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:
As Technical Support Engineer IV for our Documentum products, you will handle complex cases for our customers in a B2B environment. This level 4 support role requires a deep knowledge of Documentum products and surrounding technology including Windows Server, Linux, Networking, Databases, Application servers, and scripting languages.

You are great at:
Working with customers and colleagues to solve Documentum and technology related software problems in an B2B environment.

A typical day:

  • Work with customers on escalated and high-impact cases using Teams for troubleshooting.
  • Work with team members as a Subject Matter Expert (SME) to provide direction and create action plans for support cases.
  • Isolate problems by tracing multiple layers including Documentum, applications servers, databases and network.
  • Configure VMware images to replicate customer environments for problem investigation and resolution.
  • Review cases and coach team members in problem identification, scoping, understanding and expectation setting.
  • Collect and analyze heap/thread dumps to troubleshoot memory and heap related issues.
  • Work directly with OpenText engineering and product management on new feature alignment, highly escalated customer issues, delivering patches, and bugs.
  • Create and review technical documents for our knowledge base.
  • Develop and grow your skills and share your knowledge with team members through brown bags and knowledge transfers.

Enjoy your mornings free and commute after Atlanta’s typical rush hour

Work hours: 11:00 AM to 8:00 PM ET

What it takes:

  • Deep understanding of the Documentum product suite, particularly newer products such as D2 or xCP. An in-depth knowledge of core Documentum technology (Content Server, DFC, DFS) is essential.
  • Solid understanding of OS System Administration (Windows Server and Linux) and networking.
  • Experience with database administration and performance tuning (SQL Server, Oracle, etc.).
  • Working knowledge of J2EE technologies. This includes an understanding of web application servers (Tomcat, JBoss, WildFly, Websphere, etc.), Web services frameworks, and Java programming.
  • Ability to understand and use various programming languages and technologies is a plus (C++, VB script, VB, Java, Eclipse, .Net etc.).
  • Very strong analytical and problem-solving skills.
  • Effective communication and documentation skills.
  • Ability to thrive in an event-driven environment.
  • 8-12 years of support experience.



At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »