Premium Support Engineer, OpenText

$125k

Salary applicable to NY, CO & CA only

Node.js

Windows

Octane

Mid and Senior level

Austin

Boston

Office located in Burlington, MA or Cambridge, MA

Information management for enterprises

Open for applications

Information management for enterprises

1001+ employees

B2BArtificial IntelligenceEnterpriseBig dataContentMachine LearningSaaS

Open for applications

$125k

Salary applicable to NY, CO & CA only

Node.js

Windows

Octane

Mid and Senior level

Austin

Boston

Office located in Burlington, MA or Cambridge, MA

1001+ employees

B2BArtificial IntelligenceEnterpriseBig dataContentMachine LearningSaaS

Company mission

To enable intelligent and connected enterprises by managing, leveraging, securing and gaining insight into enterprise information, on-premises or in the cloud.

Job

Company

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

Glassdoor (3.5)

Trustpilot (2.9)

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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