Principal Premium Support

6 days ago

Bengaluru India OpenText Full time

Job Description 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 As a Premium Support Engineer at OpenText, you will be the primary technical liaison for strategic accounts, specializing in NetIQ Identity and Access Management (IAM) solutions. Leverage deep customer environment knowledge to accelerate issue resolution and enhance service delivery. Build trust through proactive support, personalized engagement, and strategic problem-solvingdriving long-term customer satisfaction and operational success. WHAT THE ROLE OFFERS - Deliver expert-level support to premium enterprise clients, solving deeply complex technical challenges that impact critical business operations. - Operate as a trusted technical advisor, fostering long-term customer success and reinforcing confidence in paid support offerings. - Deepen your expertise in enterprise systems and emerging technologies, with high-touch exposure to innovative platforms and tools. - Gain strategic visibility by managing escalations and high-priority incidents, influencing system reliability and customer satisfaction at scale. - Play a direct role in customer retention and revenue impact, supporting renewals and expanding value through stellar service delivery. - Mentor peers and contribute to internal knowledge leadership, shaping the standards and capabilities of a global support organization. - Ensure SLA compliance and drive service excellence, becoming a cornerstone of risk mitigation and operational trust for top-tier clients. WHAT YOU NEED TO SUCCEED - Demonstrated excellence in communication, with a clear and authoritative presence during high-pressure technical escalations. - Proactive and customer-focused approach, known for going above and beyond to deliver exceptional service and support. - Steady, analytical mindset with proven expertise in diagnosing and resolving complex issues efficiently and effectively. - Advanced knowledge of NetIQ IAM products: Identity Manager, Access Manager, Identity Governance, eDirectory, SSPR, Advanced Authentication, Privileged Access Manager. - Atleast 12+ exp in NetIQ IAM products. - Familiarity with the following would be advantageous: - Windows and Linux administration - Advanced networking knowledge: TCP/IP, Firewalls, Proxy servers - Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server) - Basic understanding of web technologies (HTTP/SSL/web servers) - Cloud experience: AWS and Azure specifically - Containers experience: Docker/Kubernetes or any of the open-source alternatives - Python, Java and Shell scripting.

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