About the role
OPENTEXT - THE INFORMATION COMPANY 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. 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 Come join us as a Sr. Technical Support Specialist in Sofia, Bulgaria. As part of the Cybersecurity Support team, you'll help customers investigate cyber incidents, analyze digital evidence, and strengthen their security posture. Supporting OpenText™ Forensic (EnCase) , you'll troubleshoot complex technical issues and enable customers to efficiently collect, preserve, and analyze digital evidence across a wide range of devices and data sources, helping them respond to threats with confidence What
the Role Offers Providing advanced technical support to customers via phone, email and chat Reproducing, troubleshooting and resolving customer issues related to the assigned OpenText's products Following best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level Mentoring colleagues and sharing knowledge to improve team performance and skill development Collaborating with product engineering teams and other team members to provide high-quality support and quick resolution of client requests Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc. What You Need to Succeed 3+ years in technical support with flexibility for on-call support Bachelor’s degree in Computer Science/Technology/Engineering is preferred Excellent communication skills in English (both written and verbal) Ability to effectively communicate complex technical issues to customers and stakeholders Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing Hands-on experience troubleshooting Windows/Linux Operating Systems Knowledge of network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML Experience working with Databases: Knowledge of SQL, Oracle, MySQL, including the ability to create, delete, secure databases, and execute SQL queries Experience with functional testing tools, scripting, and automation tools (e.g., Python, PowerShell)