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Customer Support Representative

Req id:  22313

Broomfield, CO, US



Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.





The Opportunity


Frontline Engineers are responsible for providing excellent customer service to Webroot customers by receiving and responding to inbound communications via phone and ticket system.  Frontline engineer’s tasks include troubleshooting both technical and account related issues, reporting on potential product bugs, and providing best in class support.

Customer Support hours are Monday to Friday either 7:00am to 4:00pm or 9:30am to 6:30pm. 


**Flexible First Work Policy, 2 Days in Office Per Week, Work From Home Otherwise**


You Are Great At



Your First Six Months:

  • Troubleshoot and resolve common customer issues
  • Assist customers on the phone and ticketing systems simultaneously
  • Properly escalate cases to the appropriate team

Six to Twelve Months and Beyond:

  • Identify and create product bugs
  • Meet or surpass all individual performance metrics
  • Provide assistance to other team members
  • Begin to create/suggest standard customer responses


Key Challenges to Overcome




Frontline Engineers are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers.  Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score.  This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Webroot.

What It Takes




What will make you successful at Carbonite:

  • A track record of good judgment and decision-making in positions with significant responsibility
  • Highly autonomous and able to independently identify high value projects and drive them completion
  • Demonstrated leadership capability in cross-functional team environments
  • High degree of comfort with complex technical environments
  • Having and being able to articulate/defend an informed opinion on important topics


Skills & Experience:

  • Strong analytical and critical thinking skills
  • Technical proficiency in: Windows, Mac OS, desktop applications, networking, security, and web applications
  • Strong oral and written communication skills
  • Excellent grammar skills
  • Bachelor’s Degree in a technical field or equivalent experience
  • 1-3 years’ experience in a technical support and customer centric environment


For Colorado residents, this job is expected to pay in the range of $18 to $19 in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.


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 accomodationrequests@opentext.com.


Additionally, OpenText, as a proud US Federal Government contractor, is subject to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com


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: Denver

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