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Sr. Cloud Support Specialist

Req id:  16756

Tokyo, Tokyo, JP



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.  



General Description
The Open Text Managed Cloud Support technical team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining an emerging team that will provide world class technical customer support including hands on troubleshooting and administration 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 Open Text Managed Hosted Enterprise Software solutions deployed within the Open Text Cloud.


Primary Duties
1.Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
2.Respond to and solve customer technical requests, show an understanding of the customer's managed hosted environment and applications within the Open Text cloud enabling resolution of complex technical issues. Document or Implement proposed solutions. 
3.Operate, manage, and administer production applications on UNIX and Windows based servers and services according to policies and best practices.
4.Respond to and troubleshoot alerts from monitoring of applications, servers and devices sufficient to meet service level agreements
5.Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services.  
6.Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
7.Participate in after hours on call rotation with other staff members.
8.Perform other/additional duties and projects that may be periodically assigned.

Skills and Knowledge

•5 years previous experience working within a technical support environment supporting an enterprise-level multi-tiered application
•Experience delivering service using ITIL methodology
•Strong Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
•Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)
•Programming/scripting is helpful, (ie. SQL, .sh/.bat, Java, JavaScript)
•Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
•Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
•Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge. 
•Proven experience working in a fluid environment that is ever growing and changing
•Strong ability to multi-task and prioritize work effectively
•Positive attitude, patience, understanding, dedication and commitment 
•Familiarity with Open Text products would be considered a great asset.
•ITIL certification would be considered a great asset.


University/College degree within a related discipline or equivalent work experience

The fluent communication skill with Japan customer who can communicate in only Japanese. ( oral/read/write ).
The communication skill with OT internal person who can communicate in only English.

Work Environment
General office environment with regular business hours of 8:30 AM – 5:30 PM.  Work outside of these hours may be necessary due to on call, project schedules, deadlines, system reliability issues, customer issues, travel, and/or time zone differences. Travel is required.  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 5% travel may be required. 




At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


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. 

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. 

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 potential. Become an OpenText Navigator.

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