AddressOPENTEXT
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.
Your Impact
Provide high level (Tier3) technical support and guidance to OpenText Cloud customers around the world, working on cutting edge Cloud delivered solutions.Work closely and effectively with a worldwide team of engineers, and collaborate with R&D and Product teams, to assist our international customer base in taking advantage of their Cloud based solutions.
Designs, develops, troubleshoots, and debugs software programs for software enhancements and new products.
What the role offers:
- Deliver the Cloud operation for different ITOM products in our private and public clouds.
- Write working software to build our front-end and back-end capabilities.
- Write APIs.
- Troubleshoot functional issues, and collaborate with other teams within Cloud, to provide acceptable solutions.
- Be the voice of the customer, by providing feedback to Product/R&D teams related to functionality/usability issues.
- Assist customers in setup and configuration, of existing/new product functionalities.
- Classify product issues and report relevant bugs to R&D in case you are not able to resolve it.
- Manage customer enhancement requests flow, while collaborating with product management teams.
- Manage and maintain product knowledge received from R&D.
- Provide product technical training to lower tiers and groups.
- Ensure Cloud standards are in place.
- Take care of the incident and change management process.
- Collaborates and communicates with management, internal, and outsourced development partners regarding software systems design status, project progress, and issue resolution.
- Ticket support.
What you need to succeed:
- 5+ years of professional experience in technical support or product delivery, and a Bachelor of Arts/Science or equivalent degree in computer science or related area of study.
- At least 3 years of experience in similar roles, troubleshooting problems in distributed web applications in a customer facing role.
- Basic Knowledge in Networking and Databases
- Integration experience with third party products
- Linux knowledge and experience
- Expertise in multiple software systems design tools and languages.
- Familiarity with Web applications and troubleshooting client-side issues.
- Experience in Cloud computing (AWS preferred)
- Familiarity with databases (Oracle and/or Sybase databases or basic SQL concepts).
- Comfortable with technology stack (Python + JavaScript/TypeScript, React).
- Understanding of security and network protocols, such as SFTP, VPN, HTTPS, and SSH.
- Proficiency in oral and written English.
- Goal-oriented interpersonal and communications skills with team members.
- Strong analytical and problem-solving skills.
- Capacity to set priorities and deliver solutions in time.
- Working on a multi-layer enterprise application.
- Ability to analyze and debug complex systems.
- Excellent customer facing communication skills. Customer Service.
- A fast self-learner, and ability to adapt to a changing application/platform.
- ITIL Certification
- It’s a plus if you have experience with Docker, Kubernetes.
- VuGen knowledge is a plus.
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 contact us at hr@opentext.com.
