Description:
We're looking to welcome a Senior Technical Support Specialist to join our EMEA Technical Support Team. This is an exciting opportunity to support our OpenText customers, by performing technical support to internal, partner, and external customer contacts within the EMEA region.
You will utilize your advanced problem analysis and customer support skills, to identify and provide resolutions to a diverse range of complex technical problems. You will have the opportunity to mentor others in providing validated technical information, support process instructions, and special support requirements. You will also identify, record, and work with management to proactively revise current procedures and tools to improve customer satisfaction. You will collaborate with Engineering and other technical business units to increase knowledge and resolve customer issues
YOU ARE GREAT AT:
- Handling support calls and emails from customers, partners, and internal resources (e.g. consultants).
- Utilizing a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution.
- Previous experience using judgment, creativity, and sound technical knowledge to obtain and recommend solutions.
- Identifying, documenting, and reporting design, reliability, and maintenance issues
- Following through on issues that need resolution and understanding and utilizing appropriate escalation.Is trusted to maintain confidentiality of critical information
- Communicating procedural and routine technical issues to internal and external customers in a fast-paced and customer-critical environment.
- Collaborating with internal teams to provide documentation and direct feedback to Account Managers, Sales, and other Technical Support co-workers where necessary.
- Escalating customer issues to escalation and engineering teams as necessary and ensuring fixes and patches are delivered to customers in a timely manner.
WHAT IT TAKES:
- You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines, with a high level of client engagement and customer service.
- Experience in troubleshooting issues in a N-tier Software Architecture environment.
- Demonstrated problem-solving and analysis of product trace/logging information and experience in conducting urgent investigations, problem isolation, and response to high-priority issues.
- Knowledge and/or experience of MySQL and scripting
- Experience in installation, configuration, and maintenance of mainstream OS (Windows, Linux) and DB (SQL Server, Oracle, etc.)
- Knowledge of Tomcat web servers
- An understanding of infrastructure and cloud technologies including storage, backup & restore, networking, load balancer, proxy, firewalls, profile security management, Kubernetes, etc.
- Experience/knowledge of OpenText Extended ECM (Enterprise Content Management Platform) is a plus!