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Lead Technical Support Specialist - Vertica

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OpenText

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Location:
Australia , North Sydney

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

OpenText is a global leader in information management. 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. We are looking for responsible, technically savvy and trustworthy individuals to join the OpenText Global Technical Support organisation. As part of the APAC Data Protector & Connected Backup team, you will safeguard our customers’ business-critical data by supporting OpenText™ Data Protector, a comprehensive enterprise-class backup and recovery platform that protects physical, virtual and cloud workloads. You will reproduce, troubleshoot and resolve complex issues, test patches, and act as a customer advocate while working in a fast-paced, team-oriented environment.

Job Responsibility:

  • Drive front-line technical Support by owning inbound cases via phone, email and remote sessions, providing timely, professional assistance and maintaining a closed-loop communication style
  • Diagnose and resolve Complex issues, including problems reproducing in local environments, analysing logs/traces/core dumps. Applying diagnostic tools and formulating hypotheses to isolate the root cause
  • Drive case in line with SOP processes, meeting SLO/KPI targets, and escalate product defects to Engineering. Responsible for validating any fixes before delivery of the fix to the customer
  • Maintain detailed case notes in the case management system and drive KCS activities with Enterprise support
  • Work closely with Engineering, Product Management, Cloud Ops, Professional Services and Account team to champion customer issues, influence product quality and improve Supportability
  • Coach junior support engineers, delivering focused training sessions, contributing to new-hire onboarding and sharing best practices through GTS Organisation
  • Lead or participate in supportability initiatives, tool/process enhancement and cross-functional program
  • Represent OpenText at customer meetings, user groups, or other events, communicating best practices for support
  • Participate in global on-call rotation (including shifts, weekends and holidays) to guarantee round the clock support coverage
  • Undertake any additional responsibilities and non-routine assignments in line with business needs

Requirements:

  • 5+ years in enterprise technical support (level 2/3) or a similar customer-facing, problem-solving role
  • Proficiency in English and Chinese (Mandarin) is required
  • Proven ability to diagnose and resolve complex issues across Windows Server and/or Linux platforms
  • Outstanding verbal and written communication skills with the ability to lead difficult customer conversations and convey technical details
  • Demonstrated success working in a dynamic, rapidly changing environment while multitasking and prioritising effectively
  • Strong analytical thinking, attention to detail and a passion for learning new technologies
  • Bachelor’s degree in Computer Science, Engineering, Information Technology or equivalent practical experience
  • Must be an Australian Citizen or Permanent Resident to apply

Nice to have:

  • Additional language skills will be considered an advantage
  • Intermediate to advanced level of knowledge in: Vertica Analytics Platform
  • Database Technologies
  • Linux/Unix Administration
  • Networking Fundamentals
  • Scripting and Automation
  • Cloud and Virtualization
  • Backup & Storage Concepts
  • Diagnostic and Performance Tools
  • Additional Desirable Skills: Familiarity with multi-tier architectures, application servers, and web services for integration scenarios

Additional Information:

Job Posted:
January 11, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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