Lead Premium Support Engineer

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.

Your Impact:

Were looking to welcome a Premium Support Engineer to our growing team, with advanced technical skills on OpenText Exstream. You will work on our customers complex software environments and provide technical support to customers who are developing their solutions. You will be a product evangelist and prepare collateral as needed to present best practices for the use of the OpenText line of software products to ensure customer success. You will ensure customers get the highest level of business value and are satisfied with the products and services they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to deliver experiences that customers want to have again – to earn the right to customer-driven growth. This is achieved by building trust, focusing on value, and enabling alignment across the OpenText organization.

What the role offers:

• Be the customers single point of contact for support incidents opened for a specific product center.

• Develop an in-depth understanding of your customer’s environment and implementation & develop a strong 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.

• Apply best practices to help our customers minimize operational risks and avoid common pitfalls.

• Provide periodic supportability assessments & offer technical support mentoring to increase the customers knowledge.

• Understand the operational profile of your customers environment to improve the support that OpenText delivers.

• Act as a strategic partner in developing plans to proactively improve and maintain the customers software investment.

What you need to succeed:

• Bachelor’s degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.

• Advanced knowledge of Exstream/Streamserve products.

• Experience working with Web Application Servers (i.e Tomcat, NGINX)

• Programming/Scripting experience (i.e SQL JavaScript)

• Containerization experience (Docker/Kubernetes)

• A proven track record of in-depth technical troubleshooting.

• Strong team building and leadership skills, with the ability to negotiate and resolve conflict.

• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations. \

• There is potential for travel in this position (25%)