Sr. Technical Support Specialist

1 week ago

Bengaluru, Karnataka, India Opentext Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Our Sr.Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that youll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, youll always feel supported.

WHAT THE ROLE OFFERS:

  • Representing OpenText acting as first point of contact for all technical inquiries regarding Data Protector and its integration into external environments.
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
  • Show an understanding of the customer environment and product, enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
  • Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
  • Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
  • Contributing to the knowledge base by authoring and editing articles to share current information with team members.

WHAT YOU NEED TO SUCCEED:

  • 5-8 years of hands-on experience with OpenText Data Protector
  • Expertise in enterprise backup architecture, media agent configurations, cell server management, and backup device integration.
  • Strong understanding of Linux/Unix and Windows operating systems.
  • Experience integrating Data Protector with databases (Oracle, SQL, SAP HANA), virtual environments (VMware, Hyper-V), and cloud platforms (AWS, Azure).
  • Proven problem-solving skills and analytical thinking with attention to detail.
  • In-depth knowledge on Windows & Linux OS
  • Knowledge on debugging & troubleshooting (system logs, processor logs, fiddler logs)

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