Sr. Technical Support Specialist

1 month ago

Bangalore, India opentext Full time

 

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

 

 

The Opportunity:

 

The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on our products and providing support and guidance to the Technical Support Specialists.

You are great at:  

 

  • Assisting customers with complex, technical support enquiries via chat, phone and email.
  • Providing advanced troubleshooting on issues that have been escalated by previous support levels, including advanced and complex technical issues.
  • Working with customers who have our solutions on-premise and in the cloud.
  • Written and verbal communication and able to use them to represent our organisation with excellent composure and patience, whilst clearly documenting all interactions for multiple issues and attending, and leading, status calls.
  • Working independently and effectively managing assigned cases with proactive case management best practice and closing the loop on escalations to other teams. 


What it takes: 

 

  • 5+ years’ experience in a technical support and customer centric environment 
  • A Science, Technology, Engineering, or Mechanics University or Bachelor's degree preferred.
  • Extensive knowledge of either Windows and/or Linux/UNIX Operating Systems.
  • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
  • 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.

 

 

Which of our teams will you join?

The successful candidate will join one of four product support teams:

Software Development Lifecycle (SLDC) team

Within the Software Development Lifecycle (SDLC) support team your role will involve supporting a critical product suite integral to the smooth functioning of tools and platforms in customers’ software development processes. Our SDLC products cover the entire lifecycle from conception through to maintenance. The role includes resolving technical issues, assisting with installation, configuration, and usage of the SDLC suite including version control platforms, integrated development environments (IDEs), quality assurance and testing products and project and requirements management tools.

Essential skills include proficiency in programming, scripting, web development, software design, multi-tier architectures and databases so you can resolve issues related to code compilation, build processes, upgrades, and database connectivity. Expertise in system administration, networking, and cloud technologies is valuable for addressing infrastructure challenges. In summary, the role requires a comprehensive understanding of SDLC technologies and the ability to troubleshoot and optimize for efficient software lifecycle management.

Operations Management team

As a member of the Operations Management support team, your responsibilities will include supporting a product suite that helps our customers manage their critical IT infrastructure and operations. Our Operations Management suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, enterprise hybrid cloud management and orchestration, lifecycle management across virtual and physical servers, database, and middleware as well as Service Management solutions.

Essential skills include, but are not limited to, proficiency in operating systems, databases, virtualization, networking and understanding multi-tier architectures. 

Cyber Security team

In the Cyber Security support team, your responsibilities will include assisting customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats. Our suite of Cyber Security products includes Application Security, Security Operations, Data Protection, and Identity Management.

Essential skills for this role include proficiency in Linux or UNIX variants and Windows servers, database expertise including the ability to formulate and execute SQL commands, practical familiarity with Active Directory and/or eDirectory, experience in networking and troubleshooting network issues, and proficiency with web servers such as Apache or IIS and application servers like Tomcat and JBoss.

Desired skills and knowledge encompass experience in Identity Management, Access Management, Data Security, Application Security, or SIEM applications. Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous. Familiarity with containerization tools like Docker or Kubernetes, experience with cloud platforms such as AWS, Azure, or Google Cloud, and programming or scripting skills are also highly desirable.

AI and System Software Management team

In the AI and System Software Management support team, your responsibilities will revolve around supporting vital systems that deliver AI, Analytics, and System Management services to some of the largest global clients. Your role entails resolving intricate problems related to End Point Management, Operating Systems, and AI systems. Additionally, you will be actively engaged in tasks such as installations, configuration adjustments, and gaining a comprehensive understanding of AI engines and their functionalities. Your contribution will play a crucial role in ensuring the continuous operation of these systems for our customers.

Essential skills include proficiency in scripting, database administration, software configuration and deployment, multi-tier architectures and databases so you can resolve issues related to code compilation, core dump reading and understanding, and troubleshooting abilities.  Expertise in system administration, networking, and cloud technologies is valuable for addressing infrastructure challenges. In summary, the role requires a comprehensive understanding of complex technologies and the ability to troubleshoot and optimize large data systems.

 

 

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