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Lead Technical Support Specialist

Req id:  2739

Bangalore, KA, IN, 560017

OPENTEXT - THE INFORMATION COMPANY

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 Lead Technical Support Specialist will be responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective, collaborating with others as needed.  He or she will provide guidance to L2 Support Engineers on complex technical issues by collaborating with RnD and other teams.

 

 

 

ROLES & RESPONSIBILITIES

 

  • Lead Technical Support Specialist handles complex product issues
  • •             Lead Technical Support Specialist will provide backline Support
    • Handles second level technical issues through assignments
    • Provides guidance to L2 Support Engineers for complex issues
    • Works with Support Engineers to screen and validate the Support Requests to RnD
  • Liaison with RnD and Product Management
    • Can help prioritize Support Requests with Engineering
    • Highlights and alerts feature/roadmap related issues to PM
    • Can escalate Support Requests to RnD to seek the right attention on the SRs
  • Escalation Management
    • Can be technical point of contact for escalated customers
    • Can handle minor cs-manager level escalations
    • Can co-ordinate with internal resources like R&D and PM for escalated tickets

 

SKILLS & QUALIFICATIONS

 

  • SME in StreamServe
  • Has in-depth understanding of how the above products works
  • Ability to understand product integration with 3rd party applications in complex environments
  • Has advanced technical skills to offer advanced troubleshooting methods like
    • Memory/core dump analysis
    • Network traffic analysis
  • Ability to troubleshoot, within support scope, customization issues and rule out product issues”

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


OPENTEXT - THE INFORMATION COMPANY

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. 

Perks 
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. 

Benefits 
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 »