Sr. Premium Support Specialist

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

 

YOUR IMPACT: 

We are looking to welcome a Premium Support Engineer to our growing team, with advanced technical skills in one (or more) of a number or product areas (see below). 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.

 

Hands-on working experience with the below product would be a great asset, but it is not required. 

• OpenText Fax (RightFax)
• TeamSite
• Operations Bridge Manager (OBM)
• Fortify (Enterprise Application Security)

WHAT THE ROLE OFFERS:

• 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
• Implement & 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. 
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.

 

WHAT YOU NEED TO SUCCEED:

• Bachelor’s degree preferred or Associate degree holder (technical field) with min 3 years working experience in a customer support environment. 
• Working experience with Operations Bridge, OpenText Fax (RightFax). Fortify and TeamSite would be an asset. 
• Knowledge of one or more of the product areas would be an asset. 
• 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.
• Willingness and ability to travel if required. (<10%)
• Wilingness and ability to work occasionally outside of business hours, including weekends.

 

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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.

 

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range:  $72,160 -108,240; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.