Lead Premium Support Engineer

at  OpenText

Hiring Manager: Kiel Petty
Talent Acquisition Advisor: Kiel Petty
Job Code Level: TEP4
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PRODUCTS WHERE WE ARE SEEKING KNOWLEDGE:

• Network Automation (NA)
• Network Node Manager i (NNMi)
• Application Lifecycle Management/Octane (ALM Octane)
• Loadrunner Enterprise/Professional (LRE/LRP)

• Be the customer’s single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment
• Implement& establish a strong trusted working relationship with customers.
• Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently
• Provide timely updates on open incidents& coordinate with other OpenText experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments& offer technical support mentoring to increase the customer’s knowledge.
• Understand the operational profile of your customer’s environment to improve the support and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer’s software investment.
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.