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Mainframe Support Specialist (Bilingual Spanish)

Req id:  38037

Dallas, TX, US Arlington, VA, US Columbus, OH, US Burlington, MA, US Dallas, TX, US Lexington, KY, US Gaithersburg, MD, US Alpharetta, GA, US Brook Park, OH, US Virtual, US Houston, TX, US Denver, CO, US South Euclid, OH, US Broomfield, CO, US Austin, TX, US Southfield, MI, US Tinton Falls, NJ, US Gulf Breeze, FL, US Plano, TX, US Burlington, MA, US San Antonio, TX, US Waukesha, WI, 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:


As a Premium Support Engineer on the OpenText Premium team, you will act as a single point of contact for an assigned customer, providing technical support on the OpenText/Enterprise product portfolio.  Our Premium Support Engineers are trusted support advisors who help ensure that customers are successful in their use of OpenText enterprise product solutions.  As a Premium Support Engineer, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers. 


You are great at:

  • Delivering reactive and proactive support activities according to Service Level Agreement to ensure customer satisfaction and loyalty.
  • Integrating technical knowledge and business understanding to create solutions for customer.
  • Leading Customer Expectation management as part of escalation process
  • Debugging problems via in-house tools, workarounds, and test cases
  • Collaborating with OpenText and customer development teams to replicate and demonstrate issues
  • Maintaining excellent communications with customer management.
  • Representing the company as a technical expert with customers, shares knowledge in area of expertise.
  • Actively supporting the account team with solution advice, proposals, presentations, and other customer communications


 What it takes:

  • Technical University or Bachelor's degree preferred.
  • Typically 5+ years of successful experience in technical support and/or consulting with enterprise customers
  • Deep technical knowledge of Mainframe tools, ie COBOL, CICS, IMS, JCL – Visual COBOL is required
  • Expertise in Micro Focus, now OpenText, Enterprise Server, Enterprise Developer or other Micro Focus mainframe migration products – Enterprise Analyzer, Test Server
  • Experience with Windows or Unix/Linux operating systems
  • Relational databases, such as IBM, Oracle, DB2, Microsoft SQL Server
  • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
  • Bilingual resource is required Spanish and English


La oportunidad:

Como ingeniero de soporte premium en el equipo de OpenText Premium, actuará como un único punto de contacto para un cliente asignado, brindando soporte técnico en la cartera de productos OpenText/Enterprise. Nuestros ingenieros de soporte premium son asesores de soporte confiables que ayudan a garantizar que los clientes tengan éxito en el uso de las soluciones de productos empresariales OpenText. Como ingeniero de soporte premium, realizará la resolución de problemas, recopilará diagnósticos, reproducirá problemas, diagnosticará fallas y escalará solicitudes de cambios de software a OpenText Product Engineering y probará parches de software para los clientes.


Eres genial en:

  • Ofrecer actividades de soporte reactivas y proactivas de acuerdo con el Acuerdo de Nivel de Servicio para garantizar la satisfacción y lealtad del cliente.
  • Integrar el conocimiento técnico y la comprensión empresarial para crear soluciones para el cliente.
  • Liderar la gestión de las expectativas del cliente como parte del proceso de escalamiento.
  • Depuración de problemas mediante herramientas internas, soluciones alternativas y casos de prueba
  • Colaborar con OpenText y los equipos de desarrollo de clientes para replicar y demostrar problemas.
  • Mantener una excelente comunicación con la gestión de clientes.
  • Representar a la empresa como experto técnico ante los clientes, compartir conocimientos en su área de especialización.
  • Apoyar activamente al equipo de cuentas con asesoramiento sobre soluciones, propuestas, presentaciones y otras comunicaciones con los clientes.

Lo que se necesita:

  • Preferiblemente Licenciatura o Universidad Técnica.
  • Normalmente más de 5 años de experiencia exitosa en soporte técnico y/o consultoría con clientes empresariales.
  • Conocimiento técnico profundo de las herramientas de Mainframe, es decir, COBOL, CICS, IMS, JCL; se requiere Visual COBOL
  • Experiencia en Micro Focus, ahora OpenText, Enterprise Server, Enterprise Developer u otros productos de migración de mainframe de Micro Focus: Enterprise Analyzer, Test Server
  • Experiencia con sistemas operativos Windows o Unix/Linux.
  • Bases de datos relacionales, como IBM, Oracle, DB2, Microsoft SQL Server
  • Fuertes habilidades de resolución de problemas, análisis de diagnóstico mediante rastreos, volcados y otras herramientas, y formulación y prueba de hipótesis.
  • Se requiere recurso bilingüe español e inglés.


For Colorado residents, this job is expected to pay in the range of $117,000 to $175,000 USD 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.

Para los residentes de Colorado, se espera que este trabajo pague entre $117,000 y $175,000 USD, además de un plan de atención médica y beneficios grupales integral y competitivo. La compensación individual se determinará en función de las habilidades y experiencia comparables a los requisitos del trabajo.


Translated using third-party software, apologise for any mistakes
Traducido usando software de terceros, disculpe los errores




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 1-800-499-6544.

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. 

We create economic growth that is inclusive and sustainable. 

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

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

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

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

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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