Lead Premium Support Specialist

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.

• 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.

• 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.