Lead Technical Support Specialist

OPENTEXT
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.

The Opportunity:

The Lead Technical Support Specialist, Business Support role is to provide Technical Support to OpenText customers around the world, to identify problems in their use of OpenText (formerly Micro Focus) Application Modernization and Connectivity (AMC) software, and to find resolutions using appropriate diagnostic techniques. You will work closely within a 2nd Line support team, to identify customer issues, and to work with development teams by recreating and demonstrating issues. You will work closely with customers to liaise on problem status, with Developers to receive and test software patches, and to ensure customer success by patch delivery and after-care.

Successful candidates will have prior experience of software development, and who enjoy working through and resolving complex software bugs on a variety of environments; or experienced customer support engineers who would like to work for a premier global software company.

You are great at:

• Provide subject matter expertise and support to customers.
• Reproduce complex issues impacting business critical accounts.
• Debug problems via in-house tools.
• Identify workarounds.
• Build test cases.
• Demonstrate issues to Development teams.
• Test and deliver fixes.
• Work within a Technical Support team.

What it takes:

• 2 years’ subject matter expertise level knowledge of OpenText (formerly Micro Focus) AMC products – Enterprise Developer, Enterprise Server, Enterprise Test Server, or others.
• Plus, some experience with at least two of following:
  • Windows operating system, and UNIX/Linux operating systems.
  • Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server, MySQL, etc.
  • Programming with C, C++, Java, Python, XML (COBOL or PLI programming experience a plus).
  • IDEs such as Visual Studio or Eclipse.
  • Containerization, and cloud-based technologies.
  • College Degree in CS is highly preferred, or equivalent experience.
• Adaptable, with strong problem-solving skills based on experience, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
• Excellent verbal and written communication skills.
• Team player with an ability to work in a flexible manner.
• Positive attitude to dealing with difficult technical problems under business-critical deadlines.

Salary Range - $88,500 to 132,700 USD

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.