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Premium Support Engineer - (Micro Focus Enterprise Server)

Req id:  35340

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:


As a Premium Support Engineer on the OpenText Premium team, you will act as a single point of contact for an assigned customer, providing technical support on the OpenText/Enterprise product portfolio.  Our Premium Support Engineers are trusted support advisors who help ensure that customers are successful in their use of OpenText enterprise product solutions.  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. 


You are great at:


  • 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.
  • Leading Customer Expectation management as part of escalation process
  • Debugging problems via in-house tools, workarounds, and test cases
  • Collaborating with OpenText and customer development teams to replicate and demonstrate issues
  • Maintaining excellent communications with customer management.
  • Representing the company as a technical expert with customers, shares knowledge in area of expertise.
  • 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 successful experience in technical support and/or consulting to enterprise customers
  • Deep technical knowledge of Mainframe tools, ie COBOL, CICS, IMS, JCL – Visual COBOL is very helpful
  • Expertise in Micro Focus, now OpenText, Enterprise Server, Enterprise Developer or other Micro Focus mainframe migration products – Enterprise Analyzer, Test Server
  • Experience with Windows or Unix/Linux operating systems
  • Relational databases, such as IBM, Oracle, DB2, Microsoft SQL Server
  • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
  • Open to virtual Candidates in US or Canada




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.

Apply now »