Cyber Security Expert Support Specialist
10 hours ago
We are seeking a skilled Cyber Security Expert Support Specialist to join our team at OpenText, a leading Enterprise Information Management company. This role offers a unique opportunity to work with top Fortune 500 companies and contribute to their digital transformation.
About the RoleAs a Cyber Security Expert Support Specialist, you will be responsible for providing exceptional technical support on OpenText products. You will assist customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats.
Your impact will be significant, as you will identify defects, escalate to OpenText Product Engineering, and test software patches for customers. You will also reproduce, troubleshoot, and resolve customer issues, ensuring that they receive high-quality support.
Key Responsibilities- Assist customers with complex technical support enquiries via chat, phone, and email
- Utilize exceptional written & verbal communication skills to deliver great Customer Experience
- Incident management in adherence to defined processes
- Document interactions with internal & external stakeholders using the CRM tool
- Collaborate with other teams while adhering to SLO's and KPI's
- Advanced troubleshooting on escalated cases
- Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys
- Collaborate with various stakeholders to act as a trusted customer advocate
- Promote Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions
- 5+ years' experience in a technical support environment
- Flexible to provide on-call / outside business support hours as, and when, needed
- A Science / Technology Engineering or Bachelor's degree preferred
- Strong analytical and critical thinking skills
- Strong verbal and written communication skills
- Proven experience working in a fluid environment that is ever growing and changing
- Ability to multi-task and prioritize work effectively
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
- Hands-on experience troubleshooting Windows/Linux Operating Systems
- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing
- Databases such as SQL, PostgreSQL, Oracle, MS SQL, MongoDB
- Active Directory and/or eDirectory
- Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
- Web servers such as Apache or IIS and application servers like Tomcat and JBoss
- Familiarity with C/C++, Java, JavaScript, Python, PHP
$90,000 - $120,000 per year, depending on location and experience.
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