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Principal Technical Support Specialist

Req id:  31787

Alpharetta, GA, US Brook Park, OH, US Austin, TX, US Dallas, TX, US



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


The Principal Technical Support P5 Specialist is responsible for diagnosing, reproducing, and resolving some of the most difficult customer issues with the Open Text eDOCS product suite.  This role requires the individual to provide solutions to complex escalated problems, involving broad in-depth product knowledge, as well as contribute ideas of enhancing the product.


You are great at:


  • Isolating, reproducing, and analyzing complex or escalated eDOCS support issues and working those issues to resolution. 
  • Managing delicate customer relationships and articulately documenting all interactions within the company database.
  • Working closely with Enterprise Support Managers to proactively provide customers with the guidance and support needed to maximize their eDOCS investment. 
  • Testing of Open Text product issues within various environments for validation and solution purposes.
  • Collaborating with other departments and teams in troubleshooting issues.
  • Reporting software bugs and customer suggestions, including working with development to further troubleshoot and test solutions.
  • Serving as a point of escalation and mentor for first and second-line support.
  • Documenting processes, best practices, white papers, etc.. for both internal and customer consumption.
  • Assist with the maintenance of the problem resolution lab.


What it takes:


  • Customer support experience in a technical support environment
  • Excellent phone and written communication skills required
  • Excellent problem-solving and organizational skills required
  • An understanding of networking – including the ability to read network traces and resolve network info structure issues
  • Familiarity with all operating systems to an in-depth level of understanding.
  • Extensive Knowledge of Oracle and MS SQL, including SQL programming
  • C#, Jason, or other programming knowledge required including RESTful API
  • Ability to generate and read memory dump files and work with other debugging tools such as process monitor
  • Extensive expert understanding of the eDocs Product suite to be able to resolve specific issues.
  • Understanding of the eDocs APIs is required
  • Previous document management experience is required
  • Required interaction with R&D and global technical leadership teams.
  • Provide application innovation recommendations to R&D based on product experience
  • Ability to make sound and accurate decisions to working with high-priority customers to ensure OT standards and the customer’s objectives are met.
  • The position requires a Bachelor’s degree or College diploma or equivalent experience.



While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact


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 potential. Become an OpenText Navigator.

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

Apply now »