Lead Premium Support Engineer
2 weeks ago
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. 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. Job Description Come and join us OpenText is seeking highly qualified candidates to join the Premium Support Team as a Named Support Engineer, Dedicated Support Engineer, Solutions Support Engineer We are looking for motivated, passionate and talented engineers to join our Premium Support team. In this role, you will act as a Premium Support Engineer (NSE, DSE, SSE) on our customers’ complex software environments and provide technical support to customers who are developing their solutions. You will be a product evangelist and prepare collateral as needed to present best practices for use of the OpenText line of software products to ensure customer success. Responsibilities Be the customers’ single point of contact for support incidents opened for a specific product centre. Develop an in-depth understanding of your customer’s environment and implementation. Develop a strong working relationship with customers. Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently. Provide timely updates on open incidents. Coordinate with other experts as needed to expedite timely resolution. Apply best practices to help our customers minimize operational risks and avoid common pitfalls. Provide periodic supportability assessments. Offer technical support mentoring to increase the customers’ knowledge. Understand the operational profile of your customers’ environment to improve the support that we deliver. Share prescriptive product roadmaps to assist your customers in upgrade and migration planning. Provide guidance on leveraging the full features and functionality of the customers’ solution. Act as a strategic partner in developing plans to proactively improve and maintain the customers’ software investment. Qualifications Bachelor’s degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment. A proven track record in the understanding of in-depth technical troubleshooting. Experience In-depth knowledge and 10+ years’ experience in one or more of the following products: NetIQ Access Manager (NAM), NetIQ Identity Manager (IDM), eDirectory, Red Hat (or other Linux system), At least one RDBMS system. 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 #J-18808-Ljbffr
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