Lead Premium Support Engineer

OPENTEXT - THE INFORMATION COMPANY 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 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 Your Impact We re looking to welcome a Premium Support Engineer to our growing team with advanced technical skills on OpenText Documentum You will work on our customer s complex software environments and provide technical support to customers who are developing their solutions You will ensure customers get the highest level of business value and are satisfied with the products and technical support they receive from OpenText with a focus on promoting retention loyalty and account growth The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful with their OpenText Documentum solutions This is achieved by building trust focusing on value and going the extra mile to ensure customer satisfaction What the role offers Be the customer s single point of contact for support incidents opened for a specific product center Develop an in-depth understanding of your customer s environment and implementation develop a strong working relationship with customers Leverage deep technical expertise and knowledge of your customer s environment to resolve incidents more efficiently Provide timely updates on open incidents coordinate with other OpenText experts as needed to expedite timely resolution Apply best practices to help our customers minimize operational risks and avoid common pitfalls Provide periodic supportability assessments offer technical support mentoring to increase the customer s knowledge Understand the operational profile of your customer s environment to improve the support that OpenText delivers Act as a strategic partner in developing plans to proactively improve and maintain the customer s software investment What you need to succeed Advanced knowledge of OpenText Documentum Excellent problem solving and troubleshooting skills Working knowledge of database systems such as Oracle SQL Server and or PGSQL databases network architecture firewalls extranet security virtual environments backup and high available structures General knowledge of web servers browsers and other internet applications Solid understanding of Operating System platforms Storage platforms different database products cloud deployment providers AWS Azure GCP Application build platforms and integration with external vendors like SAP Microsoft Peoplesoft Salesforce etc Strong relationship and team building skills with the ability to negotiate and resolve conflict Great communication coordination collaboration skills and ability to navigate complex matrixed organizations Bachelor s degree preferred or Associate degree holder technical field with previous working experience in a customer support environment OpenText s efforts to build an inclusive work environment go beyond simply complying with applicable laws Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone regardless of culture national origin race color gender gender identification sexual orientation family status age veteran status disability religion or other basis protected by applicable laws If you need assistance and or a reasonable accommodation due to a disability during the application or recruiting process please contact us at Our proactive approach fosters collaboration innovation and personal growth enriching OpenText s vibrant workplace