Lead Premium Support Engineer

3 days ago

Bengaluru, Karnataka, India Opentext Full time US$ 90,000 - US$ 1,20,000 per year

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 customers environment and implementation & develop a strong working relationship with customers.
  • Leverage deep technical expertise and knowledge of your customers 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.
  • Bachelors degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.

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