Premium Support Engineer - EMEA
We are 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, gaining first‑hand knowledge of their OBM environment(s), configuration, and support requirements to accelerate response 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.
Responsibilities
* Act as a single point of contact for all technical support cases on OBM from assigned Premium Support customers.
* Develop an in‑depth understanding of customers’ OBM environment(s) to resolve support cases more efficiently.
* Build 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 OpenText solutions and minimize operational issues.
* Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.
Qualifications
* 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 Linux (use and debugging), shell scripting, and container technologies (Docker/Kubernetes).
* Networking knowledge: TCP/IP, firewalls, proxy servers.
* Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server, Vericut).
* Basic understanding of web technologies (HTTP/SSL, web servers).
* Cloud experience: AWS, Azure, GCP.
* Programming experience with Python, Java, JavaScript, and shell scripting—capable of reading and understanding code.
* A bachelor’s degree is preferred, along with previous working experience in a customer support environment.
Employment Details
Location: Cork, County Cork, Ireland (EMEA) – Hybrid (optional). Full‑time. Mid‑Senior level. Information Technology – Software Development.
EEO Statement
OpenText is committed to building an inclusive community where trust is foundational and outcomes are owned. 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, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.
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