Lead Cloud 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. 

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 are 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 applications such as Content Suite 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 3-5 years previous experience working within a technical support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
• Experience with OpenText Web Content Management and/or OpenText Web Experience Management an asset
• Experience with Java trouble shooting techniques
• Experience delivering service within an ITIL based service delivery model.
• LINUX, Windows, and Application administration skills in a TCP/IP networked environment.
• Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
• Programming/scripting is helpful, (e.g. SQL, .sh/.bat, Java, JavaScript).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, , etc.).
• Familiarity with Docker, Kubernetes, and Helm an asset
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.
• Proven experience working in a fluid environment that is ever growing and changing
• Positive attitude, patience, dedication and commitment

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 accomodationrequests@opentext.com).