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Sr. Technical Support Specialist

Req id:  3273

Singapore, SG, 048946

 

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. 

 

We are looking for responsible, technology savvy and trustworthy individuals to join OpenText Global Technical Support. As part of the APAC Technical Support Team, you will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts within the APAC region. 

 

You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems is must. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.  Identifies and provides resolutions to a diverse range of complex technical problems.  Mentors others in providing validated technical information, support process instructions and special support requirements.  Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction.  May need to engage or escalate to more senior resources to resolve more complex issues.

 

Principal Duties and Responsibilities:

The following tasks and responsibilities will be central to this role:

  • Handle support calls and emails from Opentext customers, partners, and internal resources (e.g. consultants)
  • Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action.
  • Takes responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals. Makes and drives the delivery of own department’s commitments. Follows through on issues that need resolution and understands and utilizes appropriate escalation. Is trusted to maintain confidentiality of critical information.
  • Will take on extra responsibility and non-routine assignments. Makes and meets commitments. Follows through on issues that need resolution even when outside area of responsibility.
  • Effectively communicates procedural and routine technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to Customers. May provide documentation and direct feedback to Account Managers, Sales and other OpenText Technical Support co-workers as appropriate.
  • Escalate customer issues to OpenText escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner
  • Work closely with OPENTEXT product development team to ensure quality product delivery, supportability, and maintenance
  • Participate in the maintenance of OPENTEXT online support resources, such as knowledge bases, tutorials, and technical articles, whitepapers etc. Drives review and approvals of submitted content to the knowledge database.
  • Provide technical input for external communications
  • Participate in the growth of OpenText customer support team, including training of new team members, contributing to reviews of technologies, standards, and processes
  • May provide senior or expert level testing to ensure product compatibility. Accountable for maintaining open channels of communication with developers, etc.
  • Identify and interpret interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within Technical Support Departments.
  • Has the ability to represent the company at customer or industry conferences or events.
  • Help drive Support projects as assigned by management.
  • Participates in program management, engineering project management and supportability meetings with cross-functional organizations.
  • Form part of a support team to guarantee 24x7x365 support to OPENTEXT customers
  • Required to be on-call on a weekly rotational basis, and shift work, holiday coverage will be required.
  • Performs other duties as assigned.

 

Required Qualifications and Experience:

  • 3+ plus years of similar or relevant experience or demonstrated ability
  • Strong functional expertise with Enterprise products in N-Tier architecture.
  • Proven success in a Customer Service role
  • Seen as an advisor/expert in a technical/functional capacity
  • Experienced in installation, configuration and maintaining mainstream OS and DB
  • Bachelor Degree in an IT or Engineering discipline - or equivalent experience
  • Exposure or knowledge in Enterprise CMS (Documentum, OT Content Suite, Sharepoint)

 

Desired Qualifications:

Intermediate to Advance Knowledge In:

  • Application Server experience such as Tomcat or IIS
  • DB Experience: Oracle, MS SQL et.
  • Windows , Linux troubleshooting

Knowledge of:

  • Broad understanding of infrastructure and cloud technologies including storage, backup & restore, networking, LB, firewall, SSL and security.
  • Performance Troubleshooting and Tuning
  • Wireshark/Fiddler tracing experience.

Other:

  • Must be have unlimited working rights in Singapore to apply.
  • Travel may be required
  • May be required to change work patterns as business dictates.

 

 

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 »