Introduction
OpenText, the global leader in Enterprise Information Management (EIM), is seeking a Senior Technical Support Specialist to provide expert-level support for its innovative products. In this role, you will join a team that helps the world’s leading companies leverage technology to solve complex business challenges. If you have a passion for troubleshooting, a deep technical background, and want to make a tangible impact, OpenText offers an exciting career opportunity.
Table of Contents
Company Overview
OpenText has been at the forefront of Enterprise Information Management for over three decades. Serving more than 120,000 customers worldwide, OpenText helps organizations digitally transform by delivering innovative solutions. With a focus on security, governance, and collaboration, OpenText supports top Fortune 500 companies to manage and secure their information. By joining OpenText, you become part of a team that leads the way in enterprise technology solutions and has a significant global impact.
Role Summary
The Senior Technical Support Specialist will play a critical role in OpenText’s customer support organization. You will troubleshoot, resolve complex technical issues, and act as a trusted advocate for customers. This position allows you to apply your technical expertise and communication skills to deliver exceptional customer experiences, while also contributing to internal knowledge sharing and team development.
Key Responsibilities
- Provide expert-level technical support for OpenText products via phone, email, and chat.
- Manage complex incidents and ensure timely resolution within established service level agreements (SLAs).
- Work with cross-functional teams to escalate product issues to engineering when necessary.
- Document customer interactions and technical solutions using CRM tools.
- Mentor junior team members and contribute to team knowledge sharing.
- Conduct advanced troubleshooting and diagnostic analysis for customer issues.
- Collaborate with stakeholders to continuously improve customer experience and satisfaction.
Required Experience
- 5+ years of experience in a Level 3 technical support environment.
- Proven track record in managing escalated technical issues and delivering timely solutions.
- Experience in a customer-facing role, with a focus on resolving complex technical issues.
- A degree in Science, Technology, Engineering, or a related field is preferred.
- Experience in mentoring and coaching junior team members.
Technical Skills
- Hands-on experience troubleshooting Windows and Linux operating systems.
- Proficiency in using diagnostic tools, trace analysis, and troubleshooting techniques.
- Familiarity with SQL, PostgreSQL, Oracle, MS SQL, and MongoDB databases.
- Experience with Active Directory and network security protocols like TCP/IP, HTTP, TLS/SSL, REST API, SOAP, and SAML.
- Strong knowledge of web servers (Apache, IIS) and application servers (Tomcat, JBoss).
- Programming experience with languages like C/C++, Java, JavaScript, Python, or PHP is a plus.
Why Join OpenText?
OpenText offers an exceptional opportunity for technical experts who are passionate about solving complex challenges. As a Senior Technical Support Specialist, you will join a dynamic and collaborative team committed to delivering world-class customer support. OpenText fosters a culture of continuous learning and offers opportunities to develop technical skills while having a significant impact on the success of clients worldwide.
How to Apply
To apply for the Senior Technical Support Specialist position at OpenText, visit the OpenText careers page and submit your application. Be sure to highlight your relevant experience, technical skills, and passion for customer service. This is an excellent opportunity to join a global leader in enterprise information management.
Conclusion
OpenText is seeking a Senior Technical Support Specialist to join its innovative team. If you are an experienced technical expert with a passion for solving complex problems and delivering exceptional customer service, OpenText offers an exciting opportunity to grow and make a meaningful impact. Apply today and be part of a global leader in enterprise technology solutions!