Principal Technical Support Specialist, OpenText

CA$98.4-147.6k

Individual compensation will be determined based on skills and experience comparable to the job requirements

SQL

Docker

Kubernetes

JavaScript

Python

Java

Linux

Windows

Tomcat

Senior level

Remote from Canada

More information about location

Information management for enterprises

Job no longer available

Information management for enterprises

1001+ employees

B2BArtificial IntelligenceEnterpriseBig dataContentMachine LearningSaaS

Job no longer available

CA$98.4-147.6k

Individual compensation will be determined based on skills and experience comparable to the job requirements

SQL

Docker

Kubernetes

JavaScript

Python

Java

Linux

Windows

Tomcat

Senior level

Remote from Canada

More information about location

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

Applying deep and broad technical background and knowledge of industry trends to operate several critical technology areas/customer groups
Delivering reactive and proactive support activities according to Service Level Agreement to ensure customer satisfaction and loyalty
Integrating technical knowledge and business understanding to create solutions for customer
Gathering and assessing customer needs, both business and technical
Driving improvements to the applications, processes, and infrastructure for new products, new support strategies and tools
Developing an in-depth understanding of the customer environment as well as creating a strong working relationship with the customer's team
Leading Customer Expectation management as part of escalation process
Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge
Operating, managing, and administering production applications while following documented policies and SOP
Debugging problems via standard troubleshooting tools, identify workarounds, build test cases
Collaborating with development teams to replicate and demonstrate issues
Maintaining excellent communications with customer technicians and management
Excellent verbal and written communication skills
Representing the company as a technical expert with customers, shares knowledge in area of expertise
Building customer loyalty through being a trusted advisor
Partnering effectively with others in the account to ensure problem resolution and customer satisfaction
Actively supporting the account team with solution advice, proposals, presentations, and other customer communications
Technical University or Bachelor's degree preferred
Typically 5-8 years experience in technical support and/or consulting
At least 5 years' specialized level working knowledge of Content Services
Experience delivering service within an ITIL based service delivery model
Extensive knowledge of either Windows, Linux or Application administration skills in a TCP/IP networked environment
Working experience with either Programming/scripting/DBMS (e.g., SQL, Java, Python, JavaScript)
Experience with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.)
Experience with containerization such as Docker or Kubernetes is desirable
Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing
Ability to manage multiple complex issues concurrently while maintaining a calm and professional demeanor under pressure

What the job involves

This is a Premium Support Engineer role in the OpenText Premium Support team, with a goal to provide the highest level of customer satisfaction
As a Premium Support Engineer, you will act as a single point of contact for an assigned customer, providing technical support on the OpenText Documentum product suite
The role is to provide expert technical support guidance to customers implementing Documentum products, working proactively to avoid issues and ensuring rapid incident resolution when problems occur
As a Premium Support Engineer, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers
The goal is to become a trusted support advisor and ensure that customers are successful in their use of OpenText Content

Our take

Founded in 1991, OpenText has spent more than three decades quietly becoming one of the world's most important players in enterprise information management, Its software helps some of the largest companies, governments and professional services firms tame the vast volumes of unstructured data that modern organisations generate every day.

Rather than standing still, OpenText has consistently evolved with the market. And in 2023, it pushed into the AI era with the launch of OpenText Aviator, a generative AI platform designed to power business networks and streamline IT operations, signalling that the company very much intends to stay relevant as enterprise technology shifts.

This momentum shows no signs of slowing down either. Alongside steady internal innovation, OpenText continues to grow through strategic acquisitions. And the company's culture seems to be keeping pace as well, having recently been named one of Forbes' World's Best Employers, recognized as one of Canada's Top Employers for Young People, and included in TIME's life of the World's BEst Companies, a huge endorsement that its long-term success is being built on more than just software.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

21% employee growth in 12 months

Glassdoor (3.5)

Trustpilot (2.9)

Company

Company HQ

Waterloo, ON

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