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 are hiring talent AI can't replace to help us shape the future of information management. Join us. YOUR IMPACT: We are looking to welcome a Premium Support Engineers to our team, with advanced technical skills in OpenText AI Operations Management (Operations Bridge), or the ability to learn and come up to speed quickly in OpenText AI Operations Management (Operations Bridge). You will work on our customers’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction. WHAT
THE ROLE OFFERS: • Be the customer's single point of contact for support incidents opened for a specific product center. • Develop an in-depth understanding of your customer’s environment • Implement & establish a strong trusted working relationship with customers. • Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently • Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution. • Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls. • Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge. • Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers. • Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment. • Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc. • Delivery short-term custom offerings to address customers’ unique needs and requests. WHAT DO YOU NEED TO SUCCEED: • Bachelor’s degree preferred, or an associate degree in a technical field with a minimum of 3 years of experience in a customer support environment • Advanced knowledge of OpenText AI Operations Management (Operations Bridge) application • Fundamental knowledge of Windows and Linux operating systems • Basic understanding of networking concepts, including TCP/IP, DNS, SNMP, HTTP/S, SSH, SFTP/FTP, and load balancers • Familiarity with databases such as Oracle, PostgreSQL, and Microsoft SQL Server, including connection setup • Fundamental understanding of monitoring and observability concepts, including metrics (CPU, memory, disk, latency), log analysis, and thresholds/baselines • Understanding of basic security concepts, including authentication and authorization, SSL/TLS certificates, and firewall fundamentals • Basic knowledge of containerization technologies such as Docker and Kubernetes • Basic understanding of Vertica • Proven track record of in-depth technical troubleshooting and root cause analysis • Strong relationship-building and team collaboration skills, with the ability to negotiate and resolve conflicts • Excellent communication, coordination, and collaboration skills, with the ability to navigate complex, matrixed organizations • Ability to proactively guide customers on best practices, configuration optimization, performance tuning, and integrations • Willingness and ability to travel as required ( • Willingness and ability to work occasionally outside of standard business hours, including weekends, to meet customer needs • French or Spanish language skills are an asset • Knowledge of other OpenText products is an asset • Ability to work outside standard hours on occasion to meet specific customer needs • Willingness and ability to learn additional products as required to support business and customer needs ONE LAST THING: OpenText is more than just a corporation, it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference. OpenText's commitment to diversity and inclusion surpasses legal