Hiring Manager: Ana Paula Bonani

Talent Acquisition Advisor: Zornitsa Gorchovska

Job Code Level: TEP4 

Refer Your Friends!

 

 

Would you like to work with 98 of the world’s top 100 global companies and more than 120,000 customers in 180 countries?

We are excited to announce the launch of our new Tech Support Centre in Sofia, designed to support enterprise customers worldwide. Joining our Sofia team means being part of a global network delivering exceptional technical solutions to some of the world’s leading organizations.

This is your chance to thrive in a strong, collaborative environment where continuous learning and career progression are key. Work alongside talented professionals, gain exposure to cutting-edge technologies, and make a real impact in a dynamic and supportive team.

Your Impact

We are looking for a Sr. Technical Support Specialist to join our IT Operations Management Support Team. In this role, you will support a product suite that helps our customers manage their critical IT infrastructure and operations. This includes monitoring public and private cloud deployments, managing modern enterprise networks, orchestrating hybrid cloud environments, and overseeing the lifecycle of virtual and physical servers, databases, and middleware.

As a Sr. Technical Support Specialist, you will:

Assist customers with complex technical support inquiries via chat, phone, and email.Reproduce, troubleshoot, and resolve technical issues, identifying root causes and working towards solutions.Collaborate with Product Engineering to identify defects and test software patches.Document interactions and solutions in the CRM system.Promote Knowledge-Centered Services by creating and updating knowledge base content.Mentor team members and contribute to their skill development.

What the Role Offers

Client Interaction: Engage with customers to address technical challenges, ensuring satisfaction and building trust.Problem-Solving Opportunities: Work on diverse technical issues that enhance your troubleshooting and critical-thinking skills.Collaboration: Partner with cross-functional teams to contribute to product and service improvements.Professional Growth: Take on leadership opportunities, learn cutting-edge technologies, and drive your career forward.

What You Need to Succeed

Technical Expertise

Hands-on experience troubleshooting Windows/Linux operating systems.Strong diagnostic and analytical skills using tools like traces, dumps, and logs.Database knowledge (PostgreSQL, Oracle, MS SQL, Vertica).Familiarity with network and security protocols (TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML).Virtualization skills (VMware, Hyper-V).Experience with cloud technologies (AWS, Azure, Google Cloud).Scripting knowledge (Perl, Python, Shell).Familiarity with High Availability (HA) and Disaster Recovery (DR) setups.Experience with Docker/Kubernetes.

Preferred Skills

Familiarity with IT Operations Management tools and processes.Strong ability to manage multiple tasks and priorities effectively in a dynamic environment.Exposure to web services and JavaScript.

Qualifications

Bachelor’s degree in Science, Technology, Engineering, or equivalent experience.5+ years of experience in a technical support environment.Strong analytical, critical thinking, and communication skills.Proven ability to adapt to a fast-changing, dynamic environment.

One Last Thing

This role requires a proactive and adaptable individual who thrives in a fast-paced environment. As a Sr. Technical Support Specialist, you’ll have the opportunity to make a significant impact on our customers' success and OpenText’s offerings. Join us and be part of a team that’s shaping the future of IT Operations Management in the Enterprise Information Management space.

 

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.