opentext Looking for Lead Technical Support Specialist – Documentum at Bengaluru, Karnataka Full Time

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity

Sr. Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective. Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you’ll work on unique customer issues to provide resolutions.

You are great at:
Represent OpenText acting as first point of contact for all technical support inquiries

Incident management and collaboration with other teams while adhering to SLA’s and KPI’s

Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy

Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys

Collaborate with various stakeholders to act as a trusted customer advocate

Manage Escalations and work with Escalation Manager as a point of contact

What it takes:
8+ years of prior experience working on relevant technologies

Focused on scoping problems and strong troubleshooting ability

University/College degree within a related discipline or equivalent work experience

Willingness to work in shifts during weekdays and on-call during weekends

MSSQL Database server performance/administration [intermediate/advanced]

TSQL scripting [advanced]

Windows Server administration and troubleshooting [intermediate/advanced]

Server Automation/Scripting (Batch, Powershell, python, etc.) [intermediate/advanced]

Text manipulation/searching/data validation (RegEx, XML and CSV validation, etc.) [Intermediate]

IIS Webserver troubleshooting and configuration [advanced]

SSRS (SQL Server Reporting Services) [intermediate]

Networking understanding, troubleshooting, and traffic analysis, (e.g. Wireshark) [advanced]

Telephony phone systems (e.g. Cisco, Avaya, Alcatel, Aspect phone systems and dialers and common phone system integration and call flows) [advanced]

Understanding of VoIP phone systems (Signaling: SIP, H323, SKINNY; Media: RTP) and troubleshooting common VoIP issues with payload, packet loss, codecs, and missing media. [Intermediate]

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. Should you require accommodations during the selection process, please contact [email protected].

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.