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Lead Cloud Support Specialist

Req id:  3518

Waterloo, ON, CA, N2L 0A1

 

OPENTEXT - THE INFORMATION COMPANY

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The Opportunity: 

 

The Lead Technical Analyst will be responsible for ensuring we implement best practice within the Cloud organization. Within the single tenant Cloud space the candidate would be responsible for leveraging current Content Suite knowledge to help maintain systems successfully and helping maintain appropriate use of the Informant product across hosted systems. This includes working with OPS teams and driving RCA to then establish steps for remediation.

 

 

You are great at: 

 

  • Strong customer advocate & committed to their success
  • Represent OpenText with excellent composure, patience, and empathy in highly critical situations
  • Isolate, reproduce and analyze complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severity
  • Manage delicate customer relationships and clearly document all interactions within the company database. This may include tracking multiple issues and regular status calls.
  • Testing of Open Text product issues within various environments for validation and solution purposes.
  • Collaborate with other departments and teams in troubleshooting issues.
  • Report software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.
  • Serve as point of escalation and mentor for team members.
  • Document and review processes, best practices, white papers, etc. for both internal and customer consumption.
  • Provide feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environments
  • Design and deliver technical training on existing and new product as required
  • Review queues and provide feedback to specialists and management
  • Build and develop technical teams
  • Manage customer escalations
  • ITIL Practices. Strong Problem management focus

 

What it takes:

 

  • 5+ plus years of demonstrated ability with Content Suite
  • Strong knowledge of xECM
  • Ability to grow teams while showing a strong customer focus
  • Proven success in a Customer Service role
  • Seen as an advisor/expert in a technical/functional capacity
  • University/College degree technology related or equivalent work experience

 

Technical Proficiency: 

  • Specialization in one or more technical areas - typically within Product teams being managed
  • Familiarity with one or more operating system
  • Experience with database product and technology desired.
  • Programming skills or understanding is an asset.
  • Strong troubleshooting and problem solving skills

 

Advanced Knowledge in:

  • Computer Networking
  • Web Administration
  • Active Directory/LDAP
  • DB Management (Backup/Restore)
  • Oracle\MSSQL experience
  • Application Server experience, deploying apps\supporting them
  • Server technologies: Understanding the bigger picture of network deployments, support in a large environment

 

Knowledge in:

  • Cloud technology & practice
  • Infrastructure using High Availability
  • Knowledge in Net Monitoring Tools
  • SMTP Server
  • Wireshark\Fiddler experience
  • *NIX platforms experience
  • Reverse Proxy\LB experience - doesn't have to be experts but someone that understands the basics at a high level
  • SSL Certificates - high level understanding
  • POP3 - Email communication

 

 

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 »