Senior Technical Support Specialist

Job Description

Sr. Technical Support Specialists are responsible for providing exceptional technical support on OpenText products. As a Senior Technical Support Specialist, you will reproduce, troubleshoot, and resolve customer issues. Youll identify defects and escalate to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area. This position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking. Our strong team-based environment ensures that our team members support each other to deliver excellent Customer Experience. Your Impact: Assisting customers with complex technical support enquiries via chat, phone, and email. Utilizing exceptional written & verbal communication skills to deliver great Customer Experience. Incident management in adherence to the defined processes. Documenting interactions with internal & external stakeholders using the CRM tool. Collaborating with other teams while adhering to SLOs and KPIs. Advanced troubleshooting on escalated cases. Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys. Collaborating with various stakeholders to act as a trusted customer advocate. Promoting Knowledge Centered Services by creating/editing content as necessary based on findings within your support interactions. What the role offers: 5+ years experience in a technical support environment. Flexible to provide on-call / outside business support hours as, and when, needed. A Science /Technology Engineering or bachelors degree preferred. Strong analytical and critical thinking skills. Strong verbal and written communication skills. Proven experience working in a fluid environment that is ever growing and changing. Ability to multi-task and prioritize work effectively. Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge. What you need to succeed: Hands-on experience troubleshooting Windows/Linux Operating Systems. Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing. Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML Virtualization Skills VMware, Hyper-V Experience on Cloud technologies AWS, Azure or Google Cloud Good Scripting knowledge - Perl, Python, Shell Must be familiar with HA and DR setup. Experience in Docker/Kubernetes Experience in Web Service/Java scriptx