Job Description

OPENTEXT - THE INFORMATION COMPANY

Want to work with 98 of the world’s top 100 global companies and more than 120,000 customers in 180 countries? For more than three decades, OpenText™ has produced innovative online solutions that changed the way organizations conduct their business and the way people gather, store, and use information. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation. Be part of a winning team that leads the way in Enterprise Information Management.

Team: Software Development Lifecycle (SDLC) 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.

Position Overview:

Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues. You’ll identify defects and escalate to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience.

Your Impact

Assisting customers with complex technical support enquiries via chat, phone, and email.

Utilizing exceptional written & verbal communication skills to deliver great Customer Experience.

Incident management in adherence to the defined processes.

Documenting interactions with internal & external stakeholders using the CRM tool.

Collaborating with other teams while adhering to SLO’s and KPI’s.

Advanced troubleshooting on escalated cases.

Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys.

Collaborating with various stakeholders to act as a trusted customer advocate.

Promoting Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions.

What you need to succeed

You enjoy learning new technologies and mentoring others.

You are passionate about resolving customer issues.

The ability to effectively communicate and interact with people.

Ability to navigate, and lead, difficult conversations with customers.

A quick learner who, follows processes and acts as a role model for others in the team.

A strong focus on continuous improvement and career progression.

A key team contributor, promoting a positive team environment and team skill development.

Experience & Education:

5+ years’ experience in a technical support environment.

Flexible to provide on-call / outside business support hours as, and when, needed.

A Science /Technology Engineering or Bachelor's degree preferred.

Strong analytical and critical thinking skills.

Strong verbal and written communication skills.

Proven experience working in a fluid environment that is ever growing and changing.

Ability to multi-task and prioritize work effectively.

Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.

Technical Skills:

Ability to troubleshoot Windows issues like performance degradation, account issues, software installation and configuration, event viewer analysis, registry editing, command line and PowerShell tasks, and group policy on Windows 7, 10, 11, and Windows Server editions.

Excellent understanding of application lifecycle management (Software development lifecycle).

Basic knowledge of server configurations and network protocols (HTTP, HTTPS, Citrix, SAP, Web Services) to troubleshoot connectivity issues between clients and servers.

Understanding of firewalls, proxies, load balancers and security certificates.

Proficiency in scripting languages like JavaScript, VBScript, or C for enhancing and customizing test scripts. Familiarity with protocols such as REST and SOAP.

Application Architecture: Understanding of application architecture and how it can impact performance. Knowledge of web servers, application servers, and databases in this context.

Understanding of databases (SQL, Oracle, MySQL) and their impact on application performance and the ability to create, delete, secure databases, and write and execute simple SQL queries.

Log Analysis: Skill in analyzing logs (application logs, server logs) to pinpoint technical issues.

Familiarity with security concepts and practices such as server hardening, encryption and SSL.

Nice to have skills.

• Performance testing: In-depth knowledge of test tools
• In-depth knowledge and hands-on experience with functional testing tools.
• Strong understanding of the applications under test, including their architecture, data flow, and user interface.
• Familiarity with mobile testing concepts and tools.
• Performance Testing Concepts
• Performance Monitoring Tools: New Relic, AppDynamics, or Dynatrace
• Load Testing Best Practices