OPENTEXT
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.
Senior Technical Support Specialist (TEP3)
The Opportunity:
The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on our products and providing support and guidance to the Technical Support Specialists. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.
Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. As a Senior Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area.
Critical thinking is something that you will use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you will always feel supported and in-turn, you will provide support to others.
You are great at:
What it takes:
What will make you successful:
Skills & Experience:
Which of our teams will you join?
The successful candidate will join one of four product support teams:
Software Development Lifecycle (SLDC) team
Within the Software Development Lifecycle (SDLC) support team your role will involve supporting a critical product suite integral to the smooth functioning of tools and platforms in customers’ software development processes. Our SDLC products cover the entire lifecycle from conception through to maintenance. The role includes resolving technical issues, assisting with installation, configuration, and usage of the SDLC suite including version control platforms, integrated development environments (IDEs), quality assurance and testing products and project and requirements management tools.
Essential skills include proficiency in programming, scripting, web development, software design, multi-tier architectures and databases so you can resolve issues related to code compilation, build processes, upgrades, and database connectivity. Expertise in system administration, networking, and cloud technologies is valuable for addressing infrastructure challenges. In summary, the role requires a comprehensive understanding of SDLC technologies and the ability to troubleshoot and optimize for efficient software lifecycle management.
Operations Management team
As a member of the Operations Management support team, your responsibilities will include supporting a product suite that helps our customers manage their critical IT infrastructure and operations. Our Operations Management suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, enterprise hybrid cloud management and orchestration, lifecycle management across virtual and physical servers, database, and middleware as well as Service Management solutions.
Essential skills include, but are not limited to, proficiency in operating systems, databases, virtualization, networking and understanding multi-tier architectures.
Cyber Security team
In the Cyber Security support team, your responsibilities will include assisting customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats. Our suite of Cyber Security products includes Application Security, Security Operations, Data Protection, and Identity Management.
Essential skills for this role include proficiency in Linux or UNIX variants and Windows servers, database expertise including the ability to formulate and execute SQL commands, practical familiarity with Active Directory and/or eDirectory, experience in networking and troubleshooting network issues, and proficiency with web servers such as Apache or IIS and application servers like Tomcat and JBoss.
Desired skills and knowledge encompass experience in Identity Management, Access Management, Data Security, Application Security, or SIEM applications. Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous. Familiarity with containerization tools like Docker or Kubernetes, experience with cloud platforms such as AWS, Azure, or Google Cloud, and programming or scripting skills are also highly desirable.
AI and System Software Management team
In the AI and System Software Management support team, your responsibilities will revolve around supporting vital systems that deliver AI, Analytics, and System Management services to some of the largest global clients. Your role entails resolving intricate problems related to End Point Management, Operating Systems, and AI systems. Additionally, you will be actively engaged in tasks such as installations, configuration adjustments, and gaining a comprehensive understanding of AI engines and their functionalities. Your contribution will play a crucial role in ensuring the continuous operation of these systems for our customers.
Essential skills include proficiency in scripting, database administration, software configuration and deployment, multi-tier architectures and databases so you can resolve issues related to code compilation, core dump reading and understanding, and troubleshooting abilities. Expertise in system administration, networking, and cloud technologies is valuable for addressing infrastructure challenges. In summary, the role requires a comprehensive understanding of complex technologies and the ability to troubleshoot and optimize large data systems.
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.
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