Principal Technical Support Specialist

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.

Provide escalation level, pro-active, and reactive technical support for Opentext customers who are using the Data Protector product.

YOUR IMPACT

• Build trust with Opentext customer base by providing the highest level of technical support. This will include phone, remote access, and on-site support assistance when necessary.
• Work elevated support issues from the L1, L2 and Premium Support field engineers.
• Resolve customer escalations received from management when customers become irate or demand immediate escalation of their product issue.
• Using advanced knowledge of Python, shell scripting, C languages, database technologies, networking, and OS system tools, troubleshoot and resolve the most complex, critical, and sensitive product issues. Including the following activities:
  • Performance tuning on the product components and database specific issues.
  • Implement best practices and troubleshooting on large complex environments.
  • Reproduce issues in the lab, identify the root cause, and accomplish assigned support tasks with full ownership.
  • Perform code-level debugging and in-depth log analysis to investigate the root cause of critical product issues.

WHAT THE ROLE OFFERS 

• Thoroughly understand the Data Protector product’s architecture and its operations, be familiar with the source code implementation, tools, and features across the supported releases.
• Define, prioritize, report, and track bugs for resolution by engaging with development teams or partners to improve product stability and performance.
• Duplicate customer issues and elevate product defects into RnD.  Work with RnD to get product fixes back to the customer and into support packs and the next versions of the product. 
• Work with the global team to prioritize open defects for R&D and leverage management to escalate if lacking progress.
• Participate in product release transfer training, weekly and monthly review meetings with product management on supportability improvement in release, patches, and provide feedback on design changes and Customer-driven RFEs for product quality improvement.
• Provide L3 technical assistance and mentoring to the L1, L2 and global based field support engineers to ensure junior engineers are handling support cases professionally and technically accurate. Take ownership of the issues if a higher level of support is required. 

WHAT YOU NEED TO SUCCEED

• Provide L3 technical assistance and mentoring to the L1, L2 and global based field support engineers to ensure junior engineers are handling support cases professionally and technically accurate. Take ownership of the issues if a higher level of support is required. 

• Bachelor’s degree in information systems, Computer Science, Electrical Engineering, or similar technical field - Minimum of 5-10 years technical support work experience
• 5+ years of Data Protector product support experience or equivalent backup software support experience
• Knowledge and experience working with SAP, Oracle, and Sybase databases
• Knowledge or experience working with programming languages such as python, shell, and C
• Advanced knowledge and experience working with Fabric, SAN, NAS, MS/Linux Clustering

ONE LAST THING

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.