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SalaryOPENTEXT
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.
Job Description #LI-Remote
This is a senior Technical Support engineer role in the Fortify on Demand team, with a goal to provide the highest level of customer satisfaction. As an Enterprise Support Engineer, you will act as a single point of contact your assigned customers, providing Technical Support on the Fortify on Demand offering.
The role is to provide expert Technical Support guidance to customers for the Application Security needs, working proactively to avoid issues and ensuring rapid incident resolution when problems occur. As a Technical Account Manager, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to Fortify Product Engineering. The goal is to become a trusted support advisor and ensure that customers are successful in their use of their FoD service.
Education And Experience Required
- Technical University or Bachelor's degree preferred.
- Typically 5-8 years experience in Technical Support and/or consulting.
- Experience in AppSec desired
Knowledge And Skills
- Experience with AppSec tools (Fortify SCA, Fortify WebInspect or equivalent tools like veracode, checkmarx or Synopsis)
- Excellent verbal and written communication skills in English
- Knowledge of Spanish and/or Portugese would be a plus
- Advanced troubleshooting skills in a technical environment.
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support experience. Knowledge and resolution ability.
- Ability to solve and document solutions for usage of other technicians and customers.
- Ability to train peers on solutions.
- Ability to take ownership for resolution with escalated customers.
- Ability to lead technical action plans.
- Lead or provide expertise to teams or projects.
Good To Have
- Knowledge of cloud platforms – AWS, Azure, Google
- Pipelines – Jenkins, Azure DevOps
- Containers – Docker, Kubernetes
- Git/Version control/SCCM
- DevOps
- Open-source platforms
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
