Sr. Technical Support Specialist – ITOM

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.

 Would you like to work with 98 of the world’s top 100 global companies and more than 120,000 customers in 180 countries?

We are excited to announce the launch of our new Tech Support Centre in Sofia, designed to support enterprise customers worldwide. Joining our Sofia team means being part of a global network delivering exceptional technical solutions to some of the world’s leading organizations.

This is your chance to thrive in a strong, collaborative environment where continuous learning and career progression are key. Work alongside talented professionals, gain exposure to cutting-edge technologies, and make a real impact in a dynamic and supportive team.

Your Impact:

We are looking to welcome a Sr. Technical Support Specialist to join our ITOM Support Team. This role focuses on supporting a critical product suite integral to our customers’ software development processes. It offers an exciting opportunity to combine technical expertise with exceptional customer service skills, enabling you to troubleshoot, resolve complex issues, and act as a trusted advocate for our clients.

What the role offers:

• Assist customers with advanced technical support inquiries via chat, phone, and email.
• Troubleshoot and resolve technical issues, reproducing scenarios to identify root causes.
• Collaborate with Product Engineering on defect identification and patch testing.
• Document interactions and solutions in our CRM system.
• Promote Knowledge-Centered Services by creating and updating content for the knowledge base.
• Mentor team members and contribute to their skill development.

What you need to succeed:

• Comfortable using Linux systems (RHEL, CentOS, Ubuntu) and Windows Server for basic troubleshooting, checking logs, and managing services.
• Familiar with Docker and fundamental Kubernetes concepts such as pods, services, and basic kubectl commands.Able to run simple queries and check logs in databases like PostgreSQL or Vertica.
• Understands basic networking concepts, including TCP/IP, HTTP/S, and TLS/SSL.
• Can test and troubleshoot simple REST API connections.

Advantages:

• Knowledge of cloud platforms (AWS, Azure, Google Cloud, BYOK, OpenShift) is beneficial.
• Has worked with or is open to learning tools like ServiceNow, Salesforce, or similar platforms.

One Last Thing:

This role requires a proactive individual who thrives in a dynamic, ever-evolving environment. As a Sr. Technical Support Specialist, you’ll have the opportunity to make a significant impact on our customers’ success and OpenText’s offerings. Join us and be part of a team that drives innovation and excellence in the Enterprise Information Management space