OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
We are looking for responsible, technology savvy and trustworthy individuals to join OpenText Global Technical Support. As part of the EMEA Technical Support Team, you will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts within the EMEA region.
In this role, you will work closely with Engineering and other technical business units to increase knowledge and resolve customer issues. You will also identify and provide resolutions to a diverse range of complex technical problems. Mentor others in providing validated technical information, support process instructions, and special support requirements. Identify, record, and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.
What the role offers:
Handling support calls and emails from OpenText customers, partners, and internal resources (e.g. consultants) Utilizing a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution. Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions. Identifies, documents, and reports design, reliability, and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Take responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals. Makes and drives the delivery of own department’s commitments. Follows through on issues that need resolution and understands and utilizes appropriate escalation. Is trusted to maintain the confidentiality of critical information Effectively communicate procedural and routine technical issues to internal and external customers in a fast-paced and customer-critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to customers. May provide documentation and direct feedback to Account Managers, Sales, and other OpenText Technical Support co-workers as appropriate Escalate customer issues to OpenText escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner Participate in the growth of the OpenText customer support team, including training of new team members, contributing to reviews of technologies, standards, and processes
What you need to succeed:
Experience in troubleshooting issues in an N-tier Software Architecture environment. Demonstrated problem solving and analysis of product trace/logging information Experience in conducting urgent investigations, problem isolation, and response to high-priority issues Knowledge and/or experience of MySQL and scripting Experience in installation, configuration and maintain mainstream OS (Windows, Linux) and DB (SQL Server, Oracle, etc) Knowledge of Tomcat web servers An understanding of infrastructure and cloud technologies including storage, backup & restore, networking, load balancer, proxy, firewalls, profile security management, Kubernetes, etc.
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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.