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Sr. Technical Support Specialist

Req id:  39388

Bangalore, KA, IN

 

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 Opportunity:

 

The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on our products and providing support and guidance to the Technical Support Specialists.  Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. As a Senior Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. 

Critical thinking is something that you will use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you will always feel supported and in-turn, you will provide support to others.


You are great at:  

 

  • Assisting customers with complex, technical support enquiries via chat, phone and email.
  • Providing advanced troubleshooting on issues that have been escalated by previous support levels, including advanced and complex technical issues.
  • Working with customers who have our solutions on-premise and in the cloud.
  • Written and verbal communication and able to use them to represent our organisation with excellent composure and patience, whilst clearly documenting all interactions for multiple issues and attending, and leading, status calls.
  • Remaining focused and able to express empathy to manage customer expectations and relationships in critical situations.
  • Properly escalating cases to the appropriate teams as needed based on issue complexity, progress and process documentation. Work closely with these teams to identify new trends/resolutions. 
  • Working independently and effectively managing assigned cases with proactive case management best practice and closing the loop on escalations to other teams. 
  • Positively promoting Knowledge Centred Services and assisting in the content creation/editing process for our Knowledge Base by creating and editing content as necessary based on findings within your support interactions. This includes, but is not limited to, documenting new issues and solutions, editing existing content for clarity, and removing content that is no longer relevant.  
  • Continued use, and encouraging others use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer issues.  
  • Remaining current on internal alerts, training and process changes that are designed to prepare you for the evolving requirements of the role. 
  • Acting as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.
  • Familiar with isolating, reproducing, and analysing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
  • You can serve as an escalation point and mentor to your team for more complex issues.
  • Being flexible with your working hours to allow us to provide on-call / outside business support hours as, and when, needed.
  • Collaborating with development teams to replicate and demonstrate issues.
  • Maintaining excellent communications with others in support and management
  • Representing the company as a technical expert with customers, sharing knowledge in area of expertise and being recognized as an expert in your field.


What it takes: 

 

What will make you successful:

  • You enjoy learning about new technologies and teaching others about them
  • The ability to interact with people and be able to adjust your communication style based on their individual needs 
  • An ability to navigate, and lead, difficult conversations with customers 
  • You are passionate about resolving customer issues and helping to proactively resolve issues for future customers 
  • A quick learner who, understands the need for and, follows process and acts as a role-model for others in the team
  • You will not be satisfied until you are an expert in what you do 
  • A strong focus on continuous improvement and career progression 
  • A key team contributor, promoting a positive team environment and team growth 
  • Be able to manage the various daily duties with agility and a smile 
  • A track record of good judgment and decision-making skills 

 

Skills & Experience: 

 

  • Passion for providing quality customer service and technical support 
  • Demonstrated strong analytical and critical thinking skills 
  • Strong verbal and written communication skills 
  • Typically 5+ years’ experience in a technical support and customer centric environment 
  • A Science, Technology, Engineering, or Mechanics University or Bachelor's degree preferred.
  • Extensive knowledge of either Windows and/or Linux/UNIX Operating Systems.
  • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
  • Proven experience working in a fluid environment that is ever growing and changing.
  • Demonstrated ability to multi-task and prioritize work effectively.
  • Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.

 

 

Which of our teams will you join?

The successful candidate will join one of four product support teams:

Software Development Lifecycle (SLDC) team

Within the Software Development Lifecycle (SDLC) support team your role will involve supporting a critical product suite integral to the smooth functioning of tools and platforms in customers’ software development processes. Our SDLC products cover the entire lifecycle from conception through to maintenance. The role includes resolving technical issues, assisting with installation, configuration, and usage of the SDLC suite including version control platforms, integrated development environments (IDEs), quality assurance and testing products and project and requirements management tools.

Essential skills include proficiency in programming, scripting, web development, software design, multi-tier architectures and databases so you can resolve issues related to code compilation, build processes, upgrades, and database connectivity. Expertise in system administration, networking, and cloud technologies is valuable for addressing infrastructure challenges. In summary, the role requires a comprehensive understanding of SDLC technologies and the ability to troubleshoot and optimize for efficient software lifecycle management.

Operations Management team

As a member of the Operations Management support team, your responsibilities will include supporting a product suite that helps our customers manage their critical IT infrastructure and operations. Our Operations Management suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, enterprise hybrid cloud management and orchestration, lifecycle management across virtual and physical servers, database, and middleware as well as Service Management solutions.

Essential skills include, but are not limited to, proficiency in operating systems, databases, virtualization, networking and understanding multi-tier architectures. 

Cyber Security team

In the Cyber Security support team, your responsibilities will include assisting customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats. Our suite of Cyber Security products includes Application Security, Security Operations, Data Protection, and Identity Management.

Essential skills for this role include proficiency in Linux or UNIX variants and Windows servers, database expertise including the ability to formulate and execute SQL commands, practical familiarity with Active Directory and/or eDirectory, experience in networking and troubleshooting network issues, and proficiency with web servers such as Apache or IIS and application servers like Tomcat and JBoss.

Desired skills and knowledge encompass experience in Identity Management, Access Management, Data Security, Application Security, or SIEM applications. Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous. Familiarity with containerization tools like Docker or Kubernetes, experience with cloud platforms such as AWS, Azure, or Google Cloud, and programming or scripting skills are also highly desirable.

AI and System Software Management team

In the AI and System Software Management support team, your responsibilities will revolve around supporting vital systems that deliver AI, Analytics, and System Management services to some of the largest global clients. Your role entails resolving intricate problems related to End Point Management, Operating Systems, and AI systems. Additionally, you will be actively engaged in tasks such as installations, configuration adjustments, and gaining a comprehensive understanding of AI engines and their functionalities. Your contribution will play a crucial role in ensuring the continuous operation of these systems for our customers.

Essential skills include proficiency in scripting, database administration, software configuration and deployment, multi-tier architectures and databases so you can resolve issues related to code compilation, core dump reading and understanding, and troubleshooting abilities.  Expertise in system administration, networking, and cloud technologies is valuable for addressing infrastructure challenges. In summary, the role requires a comprehensive understanding of complex technologies and the ability to troubleshoot and optimize large data systems.

 

 


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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