OpenText - Senior Technical Support Specialist - Incident Management (8-10 yrs)

Role : Sr. Technical Support Specialist

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.

Your Impact :

- In the Cyber Security support team, your responsibilities will include assisting customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats.

- Our suite of Cyber Security products includes Application Security, Security Operations, Data Protection, and Identity Management.

- 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.

What the role offers :

- 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 suceed :

- 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 :

- 8+ 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 :

- Hands-on experience troubleshooting Windows/Linux Operating Systems.

- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.

- Database knowledge - SQL, PostgreSQL, Oracle, MS SQL, MongoDB

- Active Directory and/or eDirectory

- Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML

- Web servers such as Apache or IIS and application servers like Tomcat and JBoss

- Familiarity with C/C++, Java, JavaScript, Python, PHP

Desired skills :

- Identity Management, Access Management, Data Security, Application Security SIEM applications.

- Experience on Cloud technologies - AWS, Azure

- Familiarity with containerization tools like Docker or Kubernetes

- Experience in Docker/Kubernetes is a plus.

- Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous