Sr. Technical Support Specialist

Your Impact:

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. Youll 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.

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.

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 SLOs and KPIs.

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:

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.

5+ years experience in a technical support environment.

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

Ability to multi-task and prioritize work effectively.

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

Identity Management, Access Management, Data Security, Application Security SIEM applications is a plus.

Experience in Docker/Kubernetes and a cloud technologies is a plus.

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