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.
YOUR IMPACT
As a member of the Observability and Service Management (OSM) support team, you will support a product suite that helps our clients manage their critical IT infrastructure and operations. Our OSM suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, automation and orchestration, lifecycle management across virtual and physical servers, databases, and middleware as well as Service Management solutions.
The Technical Support Specialist will be responsible for making our clients successful by providing end-to-end technical support experience of the highest quality on OpenText product Service Management (SM, SMAX) products. Addressing a client's concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our clients.
Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world's top Fortune 500 companies. You will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and work with OpenText Service Management next level support, Engineering, and test software patches for Clients.
Critical thinking is something that you will use daily as each client'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.
What The Role Offers
- Provide technical support to clients via chat, phone, and email.
- Support both on-premises and cloud-based OpenText solutions.
- Maintain clear written and verbal communication, documenting all interactions and leading status calls when required.
- Manage client relationships with empathy and professionalism, especially in critical situations.
- Elevate issues appropriately and collaborate with cross-functional teams to resolve them and identify trends.
- Manage cases using proactive best practices and ensure proper resolution closure.
- Contribute to and improve the Knowledge Base by creating, updating, and refining technical content.
- Utilize support tools and stay updated with training, alerts, and evolving processes.
- Act as a technical expert, collaborating with next level support, development teams, and representing the company to clients.
What You Need To Succeed
- Passion for providing quality client service and technical support
- Demonstrated strong analytical and critical thinking skills
- Strong verbal and written communication skills
- 3 + years experience in technical support and client centric environment
- Bachelor's degree in computer science/technology/engineering is preferred
- 1+ years of technical experience on any of the Service Management tools, preferably OpenText Service Manager (SM) or Service Management Automation (SMAX)
- Should be comfortable with various operating systems usage and troubleshooting – Linux, Windows
- Basic database knowledge – PostgreSQL / Oracle / MS SQL
- Knowledge and analysis experience of fundamental network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
- Experience on Cloud technologies – AWS, Azure
- Good Scripting knowledge - Perl, Python, Shell
- Basic knowledge of ITIL processes.
- Familiar with HA and DR setup
- Experience in Docker/Kubernetes
- Troubleshooting skills, diagnostic analysis using traces, dumps and other tools
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 [Confidential Information]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
