Senior Technical Support Specialist

4 weeks ago

Bangalore, India OpenText Full time

Sr. Technical Support Specialist

JOB DESCRIPTION

OPENTEXT - THE INFORMATION COMPANY Want to work with 98 of the world’s top 100 global companies and more than 120,000 customers in 180 countries? For more than three decades, OpenText™ has produced innovative online solutions that changed the way organizations conduct their business and the way people gather, store, and use information. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation. Be part of a winning team that leads the way in Enterprise Information Management.

YOUR IMPACT -

Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues. You’ll identify defects and escalate to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience.

Assisting customers with complex technical support enquiries via chat, phone, and email.

Utilizing exceptional written & verbal communication skills to deliver great Customer Experience.

Incident management in adherence to the defined processes.

Documenting interactions with internal & external stakeholders using the CRM tool.

Collaborating 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.

Collaborating with various stakeholders to act as a trusted customer advocate.

WHAT THE ROLE OFFERS -

  • You enjoy learning new technologies and mentoring others.
  • You are passionate about resolving customer issues.
  • The ability to effectively communicate and interact with people.
  • Ability to navigate, and lead, difficult conversations with customers.
  • A key team contributor, promoting a positive team environment and team skill development.

WHAT YOU NEED TO SUCCEED -

  • 5+ years’ experience in a L3 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.

Technical Skills:

  • Hands-on experience troubleshooting Windows/Linux Operating Systems.
  • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
  • Database knowledge - SQL, PostgreSQL, Oracle, MS SQL, MongoDB
  • Active Directory and/or eDirectory
  • Network and security protocols like TPC/IP, 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

Desired skills:

  • Identity Management, Access Management, Data Security, Application Security SIEM applications.
  • Experience on Cloud technologies – AWS, Azure
  • Familiarity with containerization tools like Docker or Kubernetes
  • Experience in Docker/Kubernetes is a plus.
  • Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous

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

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