Lead Technical Support Specialist

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.

The Opportunity:

The candidate will be joining a team that provides world-class technical customer support to a variety of customers while working across business units to ensure that customer satisfaction is met in every form. Critical thinking is something that you’ll use daily as often, each customer's situation is unique. Therefore, you will need to be creative with your solutions.

The focus will be supporting the OpenText Content Server product line within complex customer environments, to troubleshoot, and resolve customer-reported issues.

You are great at:

• 
  Representing OpenText as the point of contact for all technical inquiries regarding OpenText Content Server products and their integration with other OpenText products or external customer environments. You will serve as the voice of the customer.
• Acting as a key point of contact for customer follow up and incident management, while maintaining the ticketing system with the definition of the problem, notes and updates logging work performed and resolution.
• Utilizing exceptional written and verbal communication skills in English, while supporting customers via web, telephone, or email and demonstrating a high level of customer focus and empathy.
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, ticket-based activities, and schedule adherence.
• Solving complex, technical problems in the customer environment involving OpenText products. In some cases, it may be necessary to understand the customer business problem and propose alternative solutions.
• Collaborating across OpenText teams regarding technical issues with a variety of resources which may include Engineering, Sales, Professional Services, and other Customer Support teams.
• Driving Knowledge-Centered Service by regularly contributing to the knowledge base by authoring and editing articles used by team members and customers. Leveraging the provided resources to build test environments and explore supported OpenText products to drive your own learning objectives.
• Use your professional and technical knowledge, guided by known practices and established precedents, to make critical decisions that generate customer success.
• Learning new technical and soft skills to better meet the future needs of our customers and products.
• Objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.
• Designing and delivering technical training on existing and new products as required.
• Providing insight and feedback to management regarding daily operations in areas such as queue activity, workload, and escalations.
• Train and mentor junior associates

What it takes:

• 
  University/College degree within a related discipline or equivalent work experience
• 8+ years previous experience working within technical support or engineering environment
• Strong, demonstrated problem solving and coping abilities
• Demonstrated skill with some (or all) of these operating systems: Windows 10, Windows Server (2012, 2016, 2019), Unix/Linux (RHEL, Ubuntu, AIX, and Solaris).
• Experience using applications such as Active Directory/LDAP, OpenID, OAuth, and SAML, or other authentication mechanisms and their associated protocols
• Knowledge of file systems and their related security models with experience working with cryptography, PKI, SSL, and certificates
• Programming/scripting skills including Java, SQL, Perl, .NET, C++, HTML, or shell scripting
• Knowledge of Web Application Servers such as Apache Tomcat (8, 9) or Microsoft IIS
• Experience working with relational DBMS such as Oracle, Microsoft SQL Server, and DB2 (more than one is a plus)
• Tools such as MS Office, VMWare, vi, FTP, SFTP, MS Teams, RDP, and putty.
• Experience with network tracing software such as Charles Proxy, Fiddler, and Wireshark
• Strong desire to provide exceptional customer support efficiently
• Proven experience working in a fluid environment that is ever-growing and changing
• Strong ability to multi-task and prioritize work effectively
• Positive attitude, patience, understanding, dedication, and commitment
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge
• Participate in after-hours on-call rotation or shift work for the product set

While OpenText is an Equal Opportunity Employer, our 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 accomodationrequests@opentext.com.

Additionally, OpenText, as a proud US federal contractor, may be subject in the future to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated. The Executive Order is current stayed pending litigation. If the stay is lifted and the Executive Order goes into effect, all employees will be required to comply with the requirement to either be fully vaccinated or obtain an approved medical or religious exemption.