Sr. Premium Support Engineer - UCMDB

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're looking to welcome a Premium Support Engineer with advanced technical support skills to our growing ITOM (IT Operations Management; UCMDB) team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact into the OpenText Technical Support organization for the product you are trained in. You will add value to your assigned customers by gaining first-hand knowledge of their environment, configuration and support requirements. This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.

More information about the product can be found here: https://www.opentext.com/products/universal-discovery-and-cmdb

What the role offers

• Senior Support Expert who acts as a single point of contact for all technical support cases on enterprise software from assigned Premium Support customers,
• Develop an in-depth understanding of your customers’ software environment to resolve their support cases more efficiently,
• Develop a strong working relationship and act as an extension of the customer's technical team,
• Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues,
• Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.

What you need to succeed

• Extensive previous experience in a technical support environment (and a Bachelor's degree, or higher, in a technical field is considered an advantage)
• Calm analytical approach to problem solving and excellent troubleshooting skills.
• Professional manner with excellent communication skills in English and an authoritative voice during critical situations
• Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
• Helpful, flexible and willing to go the extra mile to ensure customer satisfaction.
• Mandatory technical skills:

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• Windows and/or Linux administration
• Networking knowledge: TCP/IP, Firewalls, Proxy servers
• Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
• Basic understanding of web technologies (HTTP/SSL/web servers)
• Cloud experience (good to have): AWS, Azure, GCP
• Containers experience: Docker/Kubernetes or any of the open-source alternatives
• Python, Java and Shell scripting (at least one).

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.