Lead Technical Support Specialist – ITOM

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.

Your Impact

We are looking for a Senior IT Support Engineer (for Network Automation) to join our IT Operations Management Support Team. In this role, you will support a product suite that helps our customers manage their critical IT infrastructure and operations. This includes monitoring public and private cloud deployments, managing modern enterprise networks, orchestrating hybrid cloud environments, and overseeing the lifecycle of virtual and physical servers, databases, and middleware.

What the Role Offers

• Assist customers with complex technical support inquiries via chat, phone, and email.
• Reproduce, troubleshoot, and resolve technical issues, identifying root causes and working towards solutions.
• Collaborate with Product Engineering to identify defects and test software patches.
• Document interactions and solutions in the CRM system.
• Promote Knowledge-Centered Services by creating and updating knowledge base content.
• Mentor team members and contribute to their skill development.

What You Need to Succeed

• Hands-on experience troubleshooting Windows/Linux operating systems.
• Strong diagnostic and analytical skills using tools like traces, dumps, and logs.
• Database knowledge (PostgreSQL, Oracle, MS SQL, Vertica).
• Familiarity with network and security protocols (TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML).
• Virtualization skills (VMware, Hyper-V).
• Experience with cloud technologies (AWS, Azure, Google Cloud).
• Scripting knowledge (Perl, Python, Shell).
• Familiarity with High Availability (HA) and Disaster Recovery (DR) setups.
• Experience with Docker/Kubernetes.

One Last Thing

This role requires a proactive and adaptable individual who thrives in a fast-paced environment. As a Senior IT Support Engineer, 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’s shaping the future of IT Operations Management in the Enterprise Information Management space.