Sr. Technical Support Specialist ( SMAX)

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT:

As a member of the Observability and Service Management (OSM) support team, you will support a product suite that helps our clients manage their critical IT infrastructure and operations. Our OSM suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, automation and orchestration, lifecycle management across virtual and physical servers, databases, and middleware as well as Service Management solutions.

The Senior Technical Support Specialist will be responsible for making our clients successful by providing end-to-end technical support experience of the highest quality on OpenText product Service Management (SM, SMAX) products and providing support and guidance to the Technical Support Specialists. Addressing a client’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our clients.

Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. As a Senior Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Service Management Engineering, and test software patches for Clients. You will be recognized by your peers as an expert in your chosen product area.

WHAT THE ROLE OFFERS

• Provide advanced technical support to clients via chat, phone, and email.
• Troubleshoot complex and escalated issues beyond initial support levels.
• Support both on-premises and cloud-based OpenText solutions.
• Maintain clear written and verbal communication, documenting all interactions and leading status calls when required.
• Manage customer relationships with empathy and professionalism, especially in critical situations.
• Escalate issues appropriately and collaborate with cross-functional teams to resolve them and identify trends.
• Independently manage cases using proactive best practices and ensure proper resolution closure.
• Contribute to and improve the Knowledge Base by creating, updating, and refining technical content.
• Utilize support tools and stay updated with training, alerts, and evolving processes.
• Act as a technical expert, mentoring team members, collaborating with development teams, and representing the company to clients.

WHAT YOU WILL NEED TO SUCCEED 

• Passion for providing quality customer service and technical support
• Demonstrated strong analytical and critical thinking skills
• Strong verbal and written communication skills
• 5+ years’ experience in technical support and client centric environment
• Bachelor’s degree in computer science/technology/engineering is preferred
• 2+ years of technical experience on any of the Service Management tools, preferably OpenText Service Manager (SM) or Service Management Automation (SMAX)
• Should be comfortable with various operating systems usage and troubleshooting – Linux, Windows
• Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica
• Knowledge and analysis experience of fundamental network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
• Knowledge on virtualization – Vmware, Hyper-v
• Experience on Cloud technologies – AWS, Azure
• Good Scripting knowledge - Perl, Python, Shell
• Good knowledge of ITIL processes.
• Must be familiar with HA and DR setup
• Experience in Docker/Kubernetes
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.