Lead Technical Support Specialist

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 Open Text is seeking Lead Technical Support Specialists TSS in Documentum TSSs are responsible to independently diagnose and resolve complex enterprise customer needs involving unique systems environments and related operational issues Constantly and continuously enhances knowledge on OT products developing self and upskilling team members across the globe Where relevant as Subject Matter Expert SME participate in documentation and product review too prior to product release general availability GA WHAT THE ROLE OFFERS Interfaces directly with customers at all stages of problem resolution process including understanding issues that customers are facing communicating action plans explaining ongoing developments and conveying resolution Validates technical information sets fair expectations and disseminates information as needed Schedule participate and where relevant lead Customer facing calls being well prepared knowing his her audience their related needs and shares information accordingly Demonstrates good judgement to actively assess situations engage senior resources management as and when needed to resolve complex escalated Customer issues Ability to work under pressure multitasking and prioritizing with a great sense of urgency collaborating with relevant stakeholders handling major incidents and or high severity situations Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues As a 24 x 7 x 365 organization MUST BE willing to work in shifts Support business needs via taking-up On-Call responsibilities during weekends and or public holidays as and when need arises Mentors and or coaches less experienced Create knowledge base where nonexistent and refine existing knowledge base content to keep it up to date relevant may perform senior or expert level tasks for assigned products and skills prepares white papers for other TSSs and or customers regarding technical solutions WHAT YOU NEED TO SUCCEED Possesses extensive knowledge in Documentum Content Server and Documentum Development Tools REST DFS and DFC Thrive excel in a high-pressure time sensitive enterprise environment Fantastic Customer focused service skill Empathy-based listening written and verbal skills Excellent Analytical Technical Troubleshooting skills Great Team Player Interpersonal skills and Presentation skills Fair understanding of OpenText product portfolio and their value proposition to the customer Good knowledge on both Windows and Linux Operating system environments Excellent understanding on RDBMS Oracle SQLServer and Postgres Basic understanding of Core java program Knowledge on Documentum xPlore is added advantage Bachelor s BE Master s Degree MCA with 8 years experience 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