Principal Field 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.

Your Impact:

We're looking to welcome a Premium Support Engineer (NSE, DSE, SSE) to our growing team. You will work on our customer's complex software environments and provide technical support to customers who are developing their solutions. You will be a product evangelist and prepare collateral as needed to present best practices for the use of the OpenText line of software products to ensure customer success. You will ensure customers get the highest level of business value and are satisfied with the products and services they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer (NSE, DSE, SSE) is to deliver experiences that customers want to have again – to earn the right to customer-driven growth. This is achieved by building trust, focusing on value, and enabling alignment across the OpenText organization.

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 and implementation & develop a strong 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 Micro Focus experts as needed to expedite timely resolution.
• Apply 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 that Micro Focus delivers.
• Share prescriptive product roadmaps to assist your customers in upgrade and migration planning.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
• Travel to customers (Dedicated Support Engineer (DSE) up to 4 days per week at customer site).

What you need to succeed:

• Bachelor’s degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.
• A proven track record in the understanding of in-depth technical troubleshooting.
• In-depth knowledge of company and industry standards in one or multiple of the following areas Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
• Thorough knowledge of company products and services offerings, company organization, competition, third-party products, and market trends.
• Strong team building and leadership skills, with the ability to negotiate and resolve conflict.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.

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.

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 [email protected].