Lead Premium Support Specialist, OpenText

Salary not provided

SQL

Kubernetes

Linux

Postgres

Windows

Octane

Oracle

Senior and Expert level

Remote in 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

Salary not provided

SQL

Kubernetes

Linux

Postgres

Windows

Octane

Oracle

Senior and Expert level

Remote in 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

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 5+ years working experience in a Enterprise level technical support environment
Familiarity with troubleshooting Windows Server, Linux Server, Networking, Databases (SQL, Oracle, PostgreSQL)
A proven track record of in-depth technical troubleshooting and root cause analysis
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
Hands on experience with Cloud technology is an asset
Conceptual knowledge in Containerization and Kubernetes is an asset
Willingness and ability to travel if required. (<10%)
Wilingness and ability to work occasionally outside of business hours
English language proficiency (Written and Verbal)
Spanish Language is an asset

What the job involves

We are looking to welcome multiple Premium Support Engineers to our growing team
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 and 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 personalized 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
Products you will be involved in working with:
Network Automation (NA)
Network Node Manager i (NNMi)
Application Lifecycle Management/Octane (ALM Octane)
Universal configuration Management Database (uCMDB)
Structured Data Manager (SDM)
LoadRunner Enterprise/Professional (LRE/LRP)
Service Manager (SM)
Project and Portfolio Manager (PPM)
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.

Application process

Hiring Manager: Joe Clark
Talent Acquisition Advisor: Kiel Petty

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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