Job Description
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 are looking to welcome a Premium Support Engineer to our growing team, with advanced technical expertise in OpenText Operations Support Management (OSM). In this role, you will provide dedicated, high-touch technical support to customers subscribed to OpenText’s Premium Support service. You will work closely with these premium customers, who typically operate complex software environments and rely on OpenText OSM for critical business operations. Your focus will be to ensure they achieve maximum value from their investment while receiving prioritized, proactive, and deeply technical support tailored to their needs. The objective of the Premium Support Engineer is to deliver exceptional, customer-specific technical support that drives success for dedicated premium customers. This includes building trusted relationships, understanding their environments in depth, and consistently going above and beyond to ensure satisfaction, stability, and long-term partnership value. 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 Proficient in any of the following OpenText Operations Support Management solutions, including SMAX (Service Management Automation X), uCMDB (Universal Configuration Management Database), AIOps (AI Operations Management), and ODL (Operations Data Lake) with 8+ years of experience. Experienced in performing product integrations and upgrades. Strong understanding of high-level architecture and product configuration across both on-premises and cloud-based environments. 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. Bachelor’s degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.
