Lead Premium Support Engineer

2 weeks ago

Cork, Cork, Ireland OpenText Full time
Overview

Join to apply for the Lead Premium Support Engineer - ALM role at OpenText. We are seeking a Premium Support Engineer with advanced technical support skills on ALM, LRE and UFT to join our team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact into the OpenText Technical Support organization. This role aims to accelerate response times and resolution times by gaining first-hand knowledge of the customer OpenText environment, configuration and support requirements, and by delivering the highest level of personalized technical support to ensure customer success and maximum value from our OpenText solutions.

OpenText is AI-First. Future-Driven. Human-Centered. We hire talent that AI can't replace to help shape the future of information management.

What The Role Provides
  • Act as a single point of contact for all technical support cases on ALM, LRE or UFT from assigned Premium Support customers.
  • Develop an in-depth understanding of your customers' OpenText environment and configuration to resolve their support cases more efficiently.
  • Develop a strong working relationship and act as an extension of the customer's technical team.
  • Provide reactive and proactive technical support and guidance to improve the performance and reliability of OpenText solutions and minimise operational issues.
  • Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.
What You Need To Succeed
  • Calm analytical approach to problem solving and excellent troubleshooting skills.
  • Professional manner with excellent communication skills and an authoritative voice during critical situations.
  • Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
  • Helpful, flexible and willing to go the extra mile to ensure customer satisfaction.
  • Advanced technical support experience with ALM, LRE or UFT.
  • Familiarity with the following would be advantageous:
    • Windows and Linux administration
    • Advanced networking knowledge: TCP/IP, Firewalls, Proxy servers
    • Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
    • Basic understanding of web technologies (HTTP/SSL/web servers)
    • Cloud experience: AWS, Azure, GCP
    • Containers experience: Docker/Kubernetes or open-source alternatives
    • Python, Java and Shell scripting.
  • Bachelor's degree preferred with previous working experience in a customer support environment.
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. Our Employment Equity and Diversity Policy provides direction on maintaining an inclusive working environment for 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 Our proactive approach fosters collaboration, innovation, and personal growth within OpenText's vibrant workplace.


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