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Principal Technical Support Specialist - Identity and Access Management

Req id:  38026

Cork, IE Amstelveen, NH, NL Hoofddorp, NH, NL Virtual, GB Reading, GB Virtual, IE



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. 



OpenText is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace. That’s high tech without the drama.


Premium Support Engineer for NetIQ Identity & Access Management (IAM)

A Premium Support Engineer is a senior Technical Support Engineer who will assist assigned customers by providing a single point of contact into the OpenText Technical Support organization.

You will add value for your assigned Premium Support customers by gaining first-hand knowledge of their NetIQ IAM environment(s), configuration and support requirements. This familiarity will accelerate response times and resolution times for support incidents.


Your key tasks:

In this role you will:

  • Be the single point of contact for NetIQ IAM technical support cases logged by your assigned Premium Support customers,
  • Develop an in-depth understanding of your customers’ NetIQ IAM environment and configuration to resolve their support cases more efficiently,
  • Develop a strong working relationship with the customer's technical team,
  • Provide proactive technical support advice to assigned customers to improve the performance and reliability of their NetIQ IAM solutions and minimise operational support issues,
  • Coordinate with other OpenText technical experts and IAM Product Engineering as required to expedite timely resolution of support cases.

About you/ your experience includes:

Technical requirements:

  • Advanced knowledge of NetIQ IAM products: Identity Manager, Access Manager, Identity Governance, eDirectory, SSPR, Advanced Authentication, Privileged Access Manager.
  • Familiarity with the following would be advantageous:
    • Windows and Linux administration
    • Advanced networking knowledge: TCP/IP, Firewalls, Proxy servers
    • Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
    • Basic understanding of web technologies (HTTP/SSL/web servers)
    • Cloud experience: AWS and Azure specifically
    • Containers experience: Docker/Kubernetes or any of the open-source alternatives
    • Python, Java and Shell scripting.



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

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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