Premium Support Engineer, OpenText
$125k
Salary applicable to NY, CO & CA only
Information management for enterprises
Open for applications
Information management for enterprises
1001+ employees
Open for applications
$125k
Salary applicable to NY, CO & CA only
1001+ employees
Company mission
To enable intelligent and connected enterprises by managing, leveraging, securing and gaining insight into enterprise information, on-premises or in the cloud.
Role
Who you are
- Products where we are seeking knowledge:
- Network Automation (NA)
- Network Node Manager i (NNMi)
- Universal configureation Management DataBase (uCMDB)
- Application Lifecycle Management/Octane (ALM Octane)
- Structured Data Manager (SDM)
- Loadrunner Enterprise/Professional (LRE/LRP)
- Service Manager (SM) – Spanish required
- Project and Portfolio Manager (PPM)
- Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc
- Bachelor’s degree preferred or Associate degree holder (technical field) with min 3 years working experience in a customer support environment
- Familiarity with general industry technology, i.e. Outlook, Windows, general networking, Databases etc
- A proven track record of in-depth technical troubleshooting
- Strong relationship and team building skills, with the ability to negotiate and resolve conflict
- Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations
- Ability to guide and advise customers proactively on best practices, configuraiton optimization, tuning and integrations
- Spanish Language is an asset
- US Citizenship is an asset
- Willingness and ability to travel if required. (<10%)
- Wilingness and ability to work occasionally outside of business hours, including weekends
What the job involves
- We are looking to welcome multiple Premium Support Engineers to our growing team, with advanced technical skills in one (or more) of a number or product areas
- You will work on our customer's complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc to customers who are developing their solutions
- You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth
- The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction
- Be the customer's single point of contact for support incidents opened for a specific product center
- Develop an in-depth understanding of your customer’s environment
- Implementation & establish a strong trusted working relationship with customers
- Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently
- Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution
- Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls
- Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge
- Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers
- Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment
Our take
Founded back in 1991, OpenText offers software applications that manage content or unstructured data for enterprises such as large companies, government agencies or professional service firms.
The company has continuously built out its product suite over the years, keeping pace with the changing market. For example, in 2023 it launched OpenText Aviator, a generative AI platform for business networks and IT operations.
As a recognised market leader, this 25+ year old company shows no signs of slowing down. As well as internal development, it also adds to its value through acquisitions, such as that of MicroFocus in 2023.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company benefits
- Education assistance
- Wellness/fitness reimbursement
- Time off to volunteer
Company HQ
Waterloo, ON
Leadership
Mark J. Barrenechea
(CEO & CTO)Previously served as CEO and President of SGI and Rackable Systems, CTO for Computer Associates and Senior Vice President of Applications Development for Oracle.
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