Lead Technical Support Specialist (Documentum)

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: 

We're looking to welcome a Technical Lead to support multiple Documentum customers under the TechConnect program. As a Technical Lead, you will be the primary support contact for assigned Documentum customers. With your strong technical and analytical skills, deep knowledge of Documentum products, and solid background in interfacing directly with enterprise customers, you will be a great addition to our team. 

YOU ARE GREAT AT: 

• Working closely with the customer’s IT staff for any issues on the prescribed product line(s) that require troubleshooting or problem isolation/resolution.
• Directly accessing other senior technical resources at OpenText’s support facilities for assistance with problem management.
• Conducting business reviews with customers at agreed-upon intervals (monthly, quarterly, etc.) to discuss upcoming product releases, review support activity, and tools, and other matters related to support
• Collaborating with account executives, support renewal representatives for assigned customers
• Troubleshoot complex customer issues involving multiple layers of technology and recommend and implement multiple layers of tracing (Documentum, application server, database, network, etc.) to isolate issues.
• Installing VMware images of Documentum solutions that resemble customer deployments to aid in issue replication and resolution.
• Working directly with OpenText engineering and product management to report product defects and assist with highly escalated customer issues.

WHAT IT TAKES: 

• Extensive experience in Documentum or related EIM technologies.
• Deep understanding of the Documentum product suite, particularly with regard to administration and troubleshooting.
• Solid understanding of OS System Administration (Windows Server and Unix.)
• Experience with database administration and performance tuning (SQL Server, Oracle, etc.)
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Previous experience with networking protocols, architecture, and devices such as load balancers.
• Experience with enterprise software solution architectures and enterprise software deployment in the cloud.
• Fluent in English and in an additional EU language.

OpenText's 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.