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Lead Technical Support Specialist

Req id:  10969

Richmond Hill, ON, CA

 

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

#IND1

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


OPENTEXT - THE INFORMATION COMPANY

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. 

Perks 
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. 

Benefits 
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 your potential. Become an OpenText Voyager.

Apply now »