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.
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.
The Opportunity
OpenText is seeking highly qualified candidates to join the Premium Support Team as a Named Support Engineer, Dedicated Support Engineer, Solutions Support Engineer. We are looking for motivated, passionate and talented engineers to join our Premium Support team.
In this role, you will act as a Premium Support Engineer on our customers’ 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 use of the OpenText line of software products to ensure customer success.
The overall objective of the Premium Support Engineer 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.
Responsibilities
- Be the customers’ single point of contact for support incidents opened for a specific product centre.
- Develop an in-depth understanding of your customer’s environment and implementation.
- Develop a robust 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 and 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 customers’ knowledge.
- Share prescriptive product roadmaps to assist your customers in upgrade and migration planning.
- Provide guidance on leveraging the full features and functionality of the customers’ Micro Focus solution.
- Act as a strategic partner in developing plans to proactively improve and maintain the customers’ software investment.
Requirements
- Bachelor’s degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment.
- A proven track record in the understanding of in-depth technical troubleshooting.
- In-depth knowledge and 10+ years’ experience in one or more of the following products: NetIQ Access Manager (NAM), NetIQ Identity Manager (IDM), eDirectory, Red Hat (or other Linux system), At least one RDBMS system.
- Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
- Great communication, co-ordination and collaboration skills, and ability to navigate complex, matrixed organizations.
OpenText is the leader in Enterprise Information Management (EIM). Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact and process speed.
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📌 Premium Support Engineer - IAM
🏢 Opentext
📍 City of Sydney