Lead Technical Support Specialist

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:

Acts as a Technical Lead for multiple Documentum customers under the TechConnect program.  The Technical Lead is the primary support contact for assigned Documentum customers and must have very strong technical, analytical skills along with a deep knowledge of Documentum products and a solid background in interfacing directly with enterprise customers. 

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 regular conference calls (or other regular communications mutually agreed to) to lead, discuss, and review open issues or other activities related to support for assigned customers
• Conducting business reviews with customers at agreed upon intervals (monthly, quarterly, etc.) to discuss upcoming product release, review support activity and tools, and other matters related to support
• Collaborating with account executives, support renewal representatives for assigned customers
• Participating in Quarterly Business Reviews (QBRs) as requested.
• Troubleshoot complex customer issues involving multiple layers of technology and recommending and implementing 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.
• Collecting and analyzing heap dumps to troubleshoot memory and heap related issues and thread dumps to troubleshoot slow and hanging application server issues.
• Working directly with OpenText engineering and product management to report product defects and assist with highly escalated customer issues.

What it takes:

• 7+ years of experience in Documentum or related EIM technologies
• Deep understanding of the Documentum product suite, particularly with regards to administration and troubleshooting and ideally experience with newer products such as D2, xCP, Info Archive, xPlore, and Captiva.  
• Solid understanding of OS System Administration (Windows Server and Unix.)
• Experience with database administration and performance tuning (SQL Server, Oracle, etc.)
• Working knowledge of J2EE technologies.  This includes an understanding of web application servers (Tomcat, JBoss, Websphere, etc.), Web services frameworks, and Java programming.
• Ability to understand and use various programming languages and technologies is a plus (C++, VB script, VB etc.).
• Ability to work independently and be the primary OpenText technical representative for the customer.
• Previous experience interfacing with customers in a support capacity
• Excellent communication skills, written and verbal.
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Networking protocols, architecture and devices such as load balancers
• Enterprise software solution architectures
• Enterprise software deployment in the cloud

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.