Hiring Manager: Anda Laakso
Talent Acquisition Advisor: Stefania Maria Ciobanu
Job Code Level: DSP4
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The Opportunity
OpenText (OT) is a growing organization looking for talented and experienced engineers for leading ESM (Enterprise Service Management) product developments and support. A unified team is responsible for handling all and any requests emanating directly from customers or via OT Support teams before they reach R SCRUM (R is following SAFE Agile model).
This unique customer facing engineering position will have great exposure, ownership, and opportunities to work with, influence, and even lead worldwide teams to develop high-standard, high-performance enterprise software products.
Your Impact
The R Technical Support Engineer role offers a unique position within our R organization. Giving the opportunity to focus either on technical investigation (up to coding) or organization and communication challenges.
You will be able to learn and use a variety of current technologies and coding languages as well as develop essential soft skills dealing with communication, crisis management, diplomacy, sales techniques, best time management practices and human psychology. Acquiring business domain knowledge while getting a full perspective on all available positions within the bigger R organization and teams.

What the role offers

• Mentor the rest of the team and take the most challenging cases and work with product R team, stepping in first (but not as frontline support, first for R) and coordinating teams, leading investigation, and communication with all stakeholders, internal and external.
• Participate in calls with support and customers to investigate and communicate on current fix plans and technical issues but also as senior be able to fully own accounts and not just one ticket/issue.
• Manage dynamic backlog and help prioritize work for SCRUM teams working with PM.
• Qualify Enhancement Requests and help prioritize with Product Management based on your experience and feedback.
• Act as single point of contact for customer/support and collaborate with different SCRUM teams to find the adequate resources.
• Collaborate with a worldwide team to hand over work and get help from many experts.

What you need to succeed

• Bachelor’s or master’s degree in computer science, information systems, or equivalent.
• Typically, 10+ years of experience with customer facing role for 5 years.
• Experience with using software applications design tools and languages.
• Software applications basic testing methodology, including writing and execution of testing scripts and tools.
• Excellent written and verbal communication skills; mastery in English and local language.
• Experience in working with version control and build tools like GIT, Maven and Jenkins.
• Experience in SaaS environments.
• Experience with AWS - advantage.
• Experience with Kubernetes.
• Good Networking skills and experience.

Desirable Skills

• Basic Knowledge of Cloud Computing and SaaS model.
• Experience working in public cloud technologies - (AWS, Azure or GCP is preferred).
• Familiar with Agile framework/SCRUM development methodologies

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 submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace

• Mentor the rest of the team and take the most challenging cases and work with product R team, stepping in first (but not as frontline support, first for R) and coordinating teams, leading investigation, and communication with all stakeholders, internal and external.
• Participate in calls with support and customers to investigate and communicate on current fix plans and technical issues but also as senior be able to fully own accounts and not just one ticket/issue.
• Manage dynamic backlog and help prioritize work for SCRUM teams working with PM.
• Qualify Enhancement Requests and help prioritize with Product Management based on your experience and feedback.
• Act as single point of contact for customer/support and collaborate with different SCRUM teams to find the adequate resources.
• Collaborate with a worldwide team to hand over work and get help from many experts