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Premium Support Engineer (Content Services)

Req id:  35608

Virtual, US



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:
This is a Premium Support Engineer role in the OpenText Premium Support team, with a goal to provide the highest level of customer satisfaction.  As a Premium Support Engineer, you will act as a single point of contact for an assigned customer, providing technical support on the OpenText Content Services  product suite.  The role is to provide expert technical support guidance to customers implementing Content Services products, working proactively to avoid issues and ensuring rapid incident resolution when problems occur.  As a Premium Support Engineer, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers.  The goal is to become a trusted support advisor and ensure that customers are successful in their use of OpenText Content Services products. US or Canada Citizenship is required.  

You are great at:  
•    Applying deep and broad technical background and knowledge of industry trends to operate several critical technology areas/customer groups.
•    Delivering reactive and proactive support activities according to Service Level Agreement to ensure customer satisfaction and loyalty.
•    Integrating technical knowledge and business understanding to create solutions for customer.
•    Gathering and assessing customer needs, both business and technical.
•    Driving improvements to the applications, processes, and infrastructure for new products, new support strategies and tools.
•    Developing an in-depth understanding of the customer environment as well as creating a strong working relationship with the customer's team.
•    Leading Customer Expectation management as part of escalation process.
•    Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
•    Operating, managing, and administering production applications while following documented policies and SOP. 
•    Debugging problems via standard troubleshooting tools, identify workarounds, build test cases.
•    Collaborating with development teams to replicate and demonstrate issues .
•    Maintaining excellent communications with customer technicians and management.
•    Excellent verbal and written communication skills.
•    Representing the company as a technical expert with customers, shares knowledge in area of expertise.
•    Building customer loyalty through being a trusted advisor.
•    Partnering effectively with others in the account to ensure problem resolution and customer satisfaction.
•    Actively supporting the account team with solution advice, proposals, presentations, and other customer communications.

  What it takes: 
•    Technical University or Bachelor's degree preferred.
•    Typically 5-8 years experience in technical support and/or consulting.
•    At least 5 years' specialized level working knowledge of Content Services.
•    Experience delivering service within an ITIL based service delivery model. 
•    Extensive knowledge of either Windows, Linux or Application administration skills in a TCP/IP networked environment. 
•    Working experience with either Programming/scripting/DBMS (e.g., SQL, Java, Python, JavaScript).
•    Experience with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.). 
•    Experience with containerization such as Docker or Kubernetes is desirable. 
•    Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
•    Ability to manage multiple complex issues concurrently while maintaining a calm and professional demeanor under pressure. 
•    Open to virtual Candidates 

This job is expected to pay in the range of 114,304 to 171,456 USD in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements. 






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 1-800-499-6544.


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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