Sr. Technical Support Specialist ADM

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.

Your Impact

We are looking for a Sr. Technical Support Specialist to join our Software Development Lifecycle (SDLC) 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.

As a Sr. Technical Support Specialist, you will:

• 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 the Role Offers

• Client Interaction: Work closely with customers to address technical challenges, ensuring high satisfaction and strong relationships.
• Problem-Solving Opportunities: Tackle diverse issues, enhancing your troubleshooting and critical-thinking skills.
• Collaboration: Engage with cross-functional teams, contributing to product and service improvements.
• Professional Growth: Take on leadership opportunities within the team while learning cutting-edge technologies.

What You Need to Succeed

• Proficiency in troubleshooting Windows operating systems (Windows 7, 10, 11, and Server editions).
• Solid understanding of application lifecycle management and software development processes.
• Experience with network protocols (HTTP, HTTPS), server configurations, and connectivity troubleshooting.
• Familiarity with scripting languages (JavaScript, VBScript, C) and web services (REST, SOAP).
• Strong database skills (SQL, Oracle, MySQL), including query execution and database management.
• Ability to analyze logs and diagnose application or server-related issues.
• Awareness of security concepts such as encryption, SSL, and server hardening.
• Hands-on experience with performance testing tools and monitoring platforms (New Relic, AppDynamics, Dynatrace) desirable.
• Knowledge of containerization platforms (Docker, Kubernetes) and cloud platforms (AWS, Azure, GCP).

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.