Premium Support Engineer, OpenText
Operations Bridge Manager
Information management for enterprises
Open for applications
Information management for enterprises
1001+ employees
Open for applications
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
- 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 the following would be advantageous:
- Linux proficiency (using and debugging)
- Shell scripting
- Container experience: Docker/Kubernetes or any of the open-source alternatives
- Networking knowledge: TCP/IP, Firewalls, Proxy servers
- Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server). Knowledge of Vertica is a plus
- Basic understanding of web technologies (HTTP/SSL/web servers)
- Cloud experience: AWS, Azure, GCP
- Python, Java, JavaScript, and Shell scripting – read and understand code
- A bachelor’s degree is preferred, along with previous working experience in a customer support environment
What the job involves
- We're 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. You will add value for your assigned customers by gaining first-hand knowledge of their OBM environment(s), configuration, and support requirements. This familiarity will accelerate response times and resolution times for support incidents
- The overall objective of the Premium Support Engineer is to provide the highest level of personalised 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
- Senior Support Expert who acts as a single point of contact for all technical support cases on OBM from assigned Premium Support customers,
- Develop an in-depth understanding of your customers’ OBM environment(s) to resolve their support cases more efficiently,
- Develop 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 their OpenText solutions and minimize operational issues,
- Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases
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Insights
21% employee growth in 12 months
Company
Company benefits
- Education assistance
- Wellness/fitness reimbursement
- Time off to volunteer
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