Sr. 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:
The OpenText (Documentum) technical support team is currently looking for a technically dynamic and resourceful individual who can provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the Documentum suite of products within complex customer environments, while suggesting techniques and tools for application development. The successful candidate will be working in a high performing team to reach a common goal, that is customer success. 

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.
•Resolving customer requests in a patient, positive, and timely manner
•Effectively communicating with customers and creating step-by-step technical documentation detailing issues encountered
•Focused on scoping/clarifying problems, applying critical thinking in simplifying and solving them. 
•Directly accessing other senior technical resources at OpenText’s support facilities for assistance with problem management.
•Communicating with Engineering in a clear, concise, and thorough, manner regarding product deficiencies and improvement

What it takes:
4+ years of experience in software technical support or related environment 
Customer centric Attitude
Solid experience in at least 2 skillset pillars from list below:
oOS System Administration (Preferably Linux and Unix.)
oWeb Application Server (Tomcat or JBoss or comparable app server)
oDatabases administration and performance tuning (Oracle, SQL Server or PostgreSQL)
oSecurity (e.g., SSO, SSL), Identity access management (IAM)
oContainerization Docker, Kubernetes
Meticulous attention to details and ability to grasp concepts quickly
Seen as an advisor/expert in a technical/functional capacity
Able to collaborate effectively in a team environment
Excellent verbal and written communications skills
Exceptional ability to express complex technical concepts clearly in both written, and verbal, formats
 

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.