Lead Premium Support Specialist

OPENTEXT - THE INFORMATION COMPANY

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.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

We're looking to welcome a Premium Support Engineer to our growing team, with technical expertise in OpenText Enterprise Information Management (EIM) solutions, particularly Information Archive or Content Server. You will work closely with customers operating complex enterprise environments, providing expert technical support, architectural guidance, and proactive recommendations to ensure maximum value from their OpenText investments.

The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support and guidance to ensure customers are successful with their OpenText Information Archive and Content Management solutions. This is achieved by building trust, focusing on business outcomes, 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 customer’s environment and implementation & develop a strong working relationship with customers.
- Leverage deep technical expertise and knowledge of your customer’s 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

- Hands-on experience with OpenText Information Archive (IA) or Content Server.
- Understanding of Enterprise Content Management (ECM), Information Governance, Records Management, and Archiving solutions.
- Experience troubleshooting Content Server components, workflows, security, metadata, search, indexing, and integrations.
- Knowledge of Oracle, SQL Server, and PostgreSQL databases.
- Solid understanding of Windows/Linux environments, networking, storage, backup, disaster recovery, and high-availability architectures.
- Familiarity with cloud platforms such as AWS, Azure, and GCP.
- Experience with authentication technologies (LDAP, SSO, SAML) and enterprise integrations.
- Excellent analytical, problem-solving, communication, and customer-facing skills.
- Bachelor’s degree in computer science, Information Technology, or a related technical field, or equivalent experience in enterprise software support.

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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected] . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.