Lead Technical Support Specialist - Portfolio

OPENTEXT
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.

The Opportunity:

The Lead Technical Support Specialist will be responsible for following the OpenText Standard Operating Procedures to provide end-to-end high quality technical support on OpenText Portfolio products. This role will also work to address the customer's concerns not just at a technical level but also from a customer experience perspective.

The successful candidate will join an established team that provides world-class customer support through technical assistance to external customers, and other departments, via phone, e-mail, and support portal message board. Our Lead Technical Support Specialist position offers you an opportunity to learn about new and exciting technology, while working with the world's top Fortune 500 companies. Critical thinking is something that you'll use daily as each customer's situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need some help, you'll always feel supported.

You are great at:

• Challenging yourself to master difficult subject matter
• Communicating with, and assisting, people with greatly varying technical skill levels
• Consistently providing excellent technical support and positive customer experiences
• Troubleshooting errors with varied degrees of depth and complexity
• Conducting regular conference calls to lead, discuss, and review open issues
• Serving as an escalation point and mentoring your teammates for more complex issues
• Conducting business reviews with customers to discuss upcoming product release, review support activity and tools, and other matters related to support
• Communicating with Engineering in a clear, concise, and thorough manner, regarding product deficiencies and improvements
• Keeping patient and collected composure while resolving customer requests
• Scoping and clarifying problems to ensure full understanding
• Both giving and receiving coaching on problem identification, scoping, understanding, and setting expectations
• Utilizing and creating departmental resources, such as training videos, knowledge base articles, product documentation, etc.
• Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.
• Building and leveraging VMs, maintaining a functional virtual workspace
• Working with Development and Product Management to drive customer issues
• Being comfortable providing after-hours or on-call support if required

What it takes:

• 7+ years of similar or relevant experience or demonstrated ability
• Proven success in a customer-facing role
• Seen as a technical and functional subject matter expert in key technologies
• Idea driven to lead projects and interact with management involving cross-team collaboration
• Champion for Knowledge Base and continuous improvement
• Respected mentor and leader of your peers to review and provide team technical guidance
• University/College degree technology related or equivalent work experience
• Strong knowledge of computer hardware components and operating system best practices
• Strong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topology
• Proficiency with most current versions of Microsoft Windows and Server

• Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers
• Web technologies such as Tomcat or Microsoft Internet Information Services (IIS)
• Networking protocols, architecture, and devices such as load balancers
• Enterprise software solution architecture
• Familiarity with cluster and Disaster Recovery architectures and concepts
• Proven experience working in a fluid environment that is ever growing and changing
• Demonstrated ability to multi-task and prioritize work effectively
• Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
• Positive attitude, patience, understanding, dedication, and commitment
• Intermediate to advanced knowledge in at least 2 of the following areas:
  • Networking; with experience working with monitoring and capture tools such as Wireshark, Fiddler, Charles or other web-related tools
  • Administration; with experience using applications such as Active Directory/LDAP, OpenID, OAuth and SAML, or other authentication mechanisms and their associated protocols
  • Database management: with experience in advanced functions such as backup, restore, high availability and performance debugging
  • Security implementation; with experience working with cryptography, PKI, SSL, and certificates
  • Infrastructures utilizing high availability practices; with experience configuring network appliances such as proxy servers or load balancers
  • Application development or debugging; with experience using tools such as Eclipse, DGB/WinDGB, Postman, or web browser dev 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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.