Senior Technical Support Specialist

Key Accountabilities:

• Provides technical support responding to case service levels, analyzes issues, develops resolutions to a diverse range of complex problems.
•  Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
•  Leads or assists in efforts in facilitating problem recreation and failure analysis of systems level issues.
• Escalates to senior resource or to engineering all necessary analysis to open engineering investigation.
• Monitors and tracks service calls, provides status updates at regular intervals and communicates status to customers using the support ticket system.
• Monitors and participates in online conversations in support forums, including seeking opportunities to capture customer-contributed knowledge into knowledge base articles.
• Actively participates in self-improvement, process, and technology training programs.
•  Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
• Submit and write new or updated content to knowledgebase. Review and approve submitted content to the knowledge base.
•  Mentor and train less experienced Technical Support Specialists
• Assists in identifying knowledge gaps based on recurring cases; escalating to management when more coaches are required
•  Manage or contribute to projects as needed
•  Performs other duties as assigned
• Will require on-call and weekend rotation

You Are Great at:

• Driving the resolution of complex technical issues in all areas of assigned OpenText products by analyzing logs researching issues or recreating in house
• Analytical and conceptual thinking.
• Demonstrating customer focus and empathy in all situations.
• Effectively communicating procedural and technical issues to internal and external customers in a fast-paced environment.
• Leading efforts in facilitating problem recreation and failure analysis of systems level issues.
• Seeking opportunities to capture knowledge, write Knowledge Base Articles (KBAs) as well as review and approve submitted content.
• Setting up, administrating and maintaining test environments for Windows and Unix based systems for testing purposes.
• Being able to represent OpenText at customer or industry conferences and events.
• Working seamlessly with other support teams to resolve customer issues

What It Takes:

• Superior oral and written communication skills in English; additional European languages appreciated
• Strong technical & problem-solving skills 
• Broad exposure to technology in general, depth of knowledge in area of focus (Specifically: Operating Systems,Business Applications, Database, Data Storage, etc.). 
• Solid foundation working with Windows and Linux OS and environments
• Experience working with relational DBMS (Oracle, MS SQL Server, Postgres)
• Good understanding of networking and Active Directory/LDAP
• Knowledge of Web Servers and HTML i.e. Tomcat or MS IIS
• Insight into containerization technology i.e. Kubernetes, Docker, etc.
• Any scripting i.e. Java, SQL, CGI, Perl, .NET or C++ advantageous
• Some experience with Enterprise Content Management Systems (OpenText, FileNet, Vignette) beneficial