Premium Support Engineer

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

We are looking to welcome multiple Premium Support Engineers to our growing team, with advanced technical skills in one (or more) of a number or product areas (see below). You will work on our customer's complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction.

Products where we are seeking knowledge:

• Network Automation (NA)
• Network Node Manager i (NNMi)
• Universal configureation Management DataBase (uCMDB)
• Application Lifecycle Management/Octane (ALM Octane)
• Structured Data Manager (SDM)
• Loadrunner Enterprise/Professional (LRE/LRP)
• Service Manager (SM) - Spanish required
• Project and Portfolio Manager (PPM)

• Be the customer's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer's environment
• Implementation & establish a strong trusted 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 OpenText experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge.
• Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.

• Bachelor's degree preferred or Associate degree holder (technical field) with min 3 years working experience in a customer support environment.
• Advanced knowledge of one or more of the product areas listed
  • • Network Automation (NA)
    • Network Node Manager i (NNMi)
    • Universal Configuration Management DataBase (uCMDB)
    • Application Lifecycle Management/Octane (ALM Octane)
    • Structured Data Manager (SDM)
    • Loadrunner Enterprise/Professional (LRE/LRP)
    • Service Manager (SM) - Spanish required
    • Project and Portfolio Manager (PPM)
• Familiarity with general industry technology, i.e. Outlook, Windows, general networking, Databases etc.
• A proven track record of in-depth technical troubleshooting.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
• Ability to guide and advise customers proactively on best practices, configuraiton optimization, tuning and integrations.
• Spanish Language is an asset.
• US Citizenship is an asset
• Willingness and ability to travel if required. (<10%)
• Wilingness and ability to work occasionally outside of business hours, including weekends.

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

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 accommodations@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.