Hiring Manager: Philip Gray
Talent Acquisition Advisor: Sarah Dinneen
Job Code Level: TEP4
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Your Impact:
We're looking to welcome a Premium Support Engineer with advanced technical support skills in OBM to our growing team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact in the OpenText Technical Support organization. You will add value for your assigned customers by gaining first-hand knowledge of their OBM environment(s), configuration, and support requirements. This familiarity will accelerate response times and resolution times for support incidents.
The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers' success and maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.
What the role offers:
* Senior Support Expert who acts as a single point of contact for all technical support cases on OBM from assigned Premium Support customers,
* Develop an in-depth understanding of your customers’ OBM environment(s) to resolve their support cases more efficiently,
* Develop a strong working relationship and act as an extension of the customer's technical team,
* Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues,
* Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.
What you need to succeed:
* Calm analytical approach to problem-solving and excellent troubleshooting skills.
* Professional manner with excellent communication skills, an authoritative voice during critical situations
* Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
* Helpful, flexible, and willing to go the extra mile to ensure customer satisfaction.
* Familiarity with the following would be advantageous:
o Linux proficiency (using and debugging)
o Shell scripting
o Container experience: Docker/Kubernetes or any of the open-source alternatives
o Networking knowledge: TCP/IP, Firewalls, Proxy servers
o Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server). Knowledge of Vertica is a plus
o Basic understanding of web technologies (HTTP/SSL/web servers)
o Cloud experience: AWS, Azure, GCP
o Python, Java, JavaScript, and Shell scripting – read and understand code
o A bachelor’s degree is preferred, along with previous working experience in a customer support environment.
One last thing:
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 submit a ticket at Ask HR.Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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