OpenText

OPENTEXT - THE INFORMATION COMPANY

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.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

We are looking for responsible, technically savvy and trustworthy individuals to join the OpenText Global Technical Support organisation. As part of the APAC Data Protector & Connected Backup team, you will safeguard our customers’ business-critical data by supporting OpenText™ Data Protector, a comprehensive enterprise-class backup and recovery platform that protects physical, virtual and cloud workloads. You will reproduce, troubleshoot and resolve complex issues, test patches, and act as a customer advocate while working in a fast-paced, team-oriented environment.

You must be a self-starter with excellent verbal and written communication skills, as well as organisational skills, and the ability to multitask and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems are a must. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Identifies, records, and collaborates with management to proactively revise current procedures and tools, enhancing customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.

Principal Duties and Responsibilities:

The following tasks and responsibilities will be central to this role:

• Drive front-line technical Support by owning inbound cases via phone, email and remote sessions, providing timely, professional assistance and maintaining a closed-loop communication style
• Diagnose and resolve Complex issues, including problems reproducing in local environments, analysing logs/traces/core dumps. Applying diagnostic tools and formulating hypotheses to isolate the root cause.
• Drive case in line with SOP processes, meeting SLO/KPI targets, and escalate product defects to Engineering. Responsible for validating any fixes before delivery of the fix to the customer.
• Maintain detailed case notes in the case management system and drive KCS activities with Enterprise support
• Work closely with Engineering, Product Management, Cloud Ops, Professional Services and Account team to champion customer issues, influence product quality and improve Supportability.
• Coach junior support engineers, delivering focused training sessions, contributing to new-hire onboarding and sharing best practices through GTS Organisation.
• Lead or participate in supportability initiatives, tool/process enhancement and cross-functional program.
• Represent OpenText at customer meetings, user groups, or other events, communicating best practices for support.
• Participate in global on-call rotation (including shifts, weekends and holidays) to guarantee round the clock support coverage.
• Undertake any additional responsibilities and non-routine assignments in line with business needs.

Required Qualifications and Experience:

• 5+ years in enterprise technical support (level 2/3) or a similar customer-facing, problem-solving role
• Proficiency in English and Chinese is required. Additional language skills will be considered an advantage
• Proven ability to diagnose and resolve complex issues across Windows Server and/or Linux platforms.
• Outstanding verbal and written communication skills with the ability to lead difficult customer conversations and convey technical details.
• Demonstrated success working in a dynamic, rapidly changing environment while multitasking and prioritising effectively.
• Strong analytical thinking, attention to detail and a passion for learning new technologies.
• Bachelor’s degree in Computer Science, Engineering, Information Technology or equivalent practical experience.

Desired Technical Knowledge and Experience:

Intermediate to advanced level of knowledge in:

• Expertise with enterprise backup & storage technologies (NAS, SAN, SCSI, tape, deduplication, DR) and prior exposure to products such as Veritas NetBackup, Commvault or Veeam
• Solid understanding of networking fundamentals and troubleshooting (TCP/IP stack, routing, firewalls, proxies).
• Database skills: PostgreSQL, Oracle, Microsoft SQL Server; ability to perform basic administration and query analysis.
• Familiarity with multi-tier architectures, application servers, web services and basic JavaScript or scripting (PowerShell, Bash, Python).
• Exposure to public-cloud platforms (AWS, Azure or Google Cloud) and virtualisation (VMware, Hyper-V).
• Experience using diagnostic tools (Wireshark, procmon, crash-dump analysers) to perform deep-dive

Other:

• Must be an Australian Citizen or Permanent Resident to apply
• May be required to change work patterns as business dictates
• Travel may be required

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.