Sr. Cloud Support Specialist (xECM)

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

The Opportunity: 

The OpenText Cloud Production Support Team is currently searching for a Sr. Cloud Support Specialist to support OpenText xECM solutions deployed within the OpenText Cloud.  The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment.

You will be joining a growing team that provides world class operational support including hands on troubleshooting and administration to a variety of enterprise customers.  You will be required to collaborate with cross-functional teams to ensure that Service Levels are met, and customer satisfaction is achieved.

You're Great At:

• Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
• Responding to and solving customer technical requests, show an understanding of the customer's managed hosted environment and applications within the OpenText  Cloud, enabling resolution of complex technical issues. 
• Operating, managing, and administering production XECM applications while following documented policies and procedures.
• Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
• Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

What it Takes:

• A minimum of 5 years previous experience working within a technical support or consulting environment working with the xECM platform and associated technologies.
• Experience delivering service within an ITIL based service delivery model.
• Ability to define solutions utilizing Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
• Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
• Ability to develop programs/scripts for use in a production environment (e.g. SQL, .sh/.bat, Java, JavaScript).
• Demonstrated ability in configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
• Working knowledge of Docker, Kubernetes, and Helm. 
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.

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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.