Principal Technical Support Specialist

at  OpenText

OPENTEXT OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
The Opportunity
We’re looking to welcome a Premium Support Engineer with advanced technical support skills in HCM, CSA and OO to our growing team in EMEA. You willassist assigned Premium Support customers by providing a single point of contact into the OpenText Technical Support organization. You will add value for your assigned customers by gaining first-hand knowledge of their HCM/CSA/OO environment(s), configuration and support requirements. This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, andgoing the extra mile to ensure customer satisfaction.

What the role offers

• Senior Support Expert who acts as a single point of contact for all technical support cases on HCM/CSA/OO from assigned Premium Support customers,
• Develop an in-depth understanding of your customers’ HCM/CSA/OO environment(s) to resolve their support cases more efficiently,
• Develop a strong working relationship and act as an extension of the customer’s technical team,
• Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues,
• Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.

What you need to succeed

• Calm analytical approach to problem solving and excellent troubleshooting skills.
• Professional manner with excellent communication skills, an authoritative voice during critical situations
• Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
• Helpful, flexible and willing to go the extra mile to ensure customer satisfaction.
• 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, Azure, GCP
• Containers experience: Docker/Kubernetes or any of the open-source alternatives
• Python, Java and Shell scripting.
• Bachelor’s degree preferred with previous working experience in a customer support environment.

Locations available: United Kingdom, Ireland& Romania
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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace

• Senior Support Expert who acts as a single point of contact for all technical support cases on HCM/CSA/OO from assigned Premium Support customers,
• Develop an in-depth understanding of your customers’ HCM/CSA/OO environment(s) to resolve their support cases more efficiently,
• Develop a strong working relationship and act as an extension of the customer’s technical team,
• Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues,
• Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases