Lead Premium Support Engineer

Overview
OPENTEXT - THE INFORMATION COMPANY.
Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText.
The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world.
We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
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:
We're looking to welcome a Premium Support Engineer with advanced technical support skills on ALM, LRE and UFT to our growing team in EMEA.
You will assist assigned Premium Support customers by providing a single point of contact into the OpenText Technical Support organization.
You will add value for your assigned customers by gaining first-hand knowledge of their OpenText environment, configuration and support requirements.
This familiarity will accelerate response times and resolution times for support incidents.
The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful and gain maximum value from their OpenText solutions.
This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.
What the role offers
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 assigned customers to improve the performance and reliability of their 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, 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 any of the 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.
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 Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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