Technical Support Expert
Opentext is a global leader in information management. Our innovation, creativity, and collaboration drive our corporate culture. As a member of our team, you will partner with highly regarded companies worldwide, tackling complex issues, and contributing to projects shaping the future of digital transformation.
Ai powers everything we do - innovating work, empowering digital knowledge workers, and transforming industries. We're seeking talent that can complement Ai capabilities to shape the future of information management.
We are looking for responsible, technically savvy, and trustworthy individuals to join our Global Technical Support organisation. As part of our APAC Data Protector & Connected Backup team, you will safeguard customers' business-critical data by supporting OpenText Data Protector, a comprehensive enterprise-class backup and recovery platform protecting physical, virtual, and cloud workloads.
You must be a self-starter with excellent verbal and written communication skills, organisational skills, and the ability to multitask and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems are required.
Our ideal candidate will work closely with Engineering and other technical business units to increase knowledge and resolve customer issues. Identifies and provides resolutions to diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions, and special support requirements.
Identifies, records, and collaborates with management to proactively revise current procedures and tools, enhancing customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.
* Drive front-line technical Support by owning inbound cases via phone, email, and remote sessions, providing timely, professional assistance, and maintaining a closed-loop communication style.
* Diagnose and resolve Complex issues, including problems reproducing in local environments, analysing logs/traces/core dumps. Applying diagnostic tools and formulating hypotheses to isolate the root cause.
* Drive case in line with SOP processes, meeting SLO/KPI targets, and escalate product defects to Engineering. Responsible for validating any fixes before delivery of the fix to the customer.
* Maintain detailed case notes in the case management system and drive KCS activities with Enterprise support.
* Work closely with Engineering, Product Management, Cloud Ops, Professional Services, and Account team to champion customer issues, influence product quality, and improve Supportability.
* Coach junior support engineers, delivering focused training sessions, contributing to new-hire onboarding, and sharing best practices through GTS Organisation.
* Lead or participate in supportability initiatives, tool/process enhancement, and cross-functional programs.
* Represent OpenText at customer meetings, user groups, or other events, communicating best practices for support.
* Participate in global on-call rotation (including shifts, weekends, and holidays) to guarantee round-the-clock support coverage.
* Undertake any additional responsibilities and non-routine assignments in line with business needs.
Required Qualifications And Experience:
* 5+ years in enterprise technical support (level 2/3) or a similar customer-facing, problem-solving role.
* Proficiency in English and Chinese is required. Additional language skills will be considered an advantage.
* Proven ability to diagnose and resolve complex issues across Windows Server and/or Linux platforms.
* Outstanding verbal and written communication skills with the ability to lead difficult customer conversations and convey technical details.
* Demonstrated success working in a dynamic, rapidly changing environment while multitasking and prioritising effectively.
* Strong analytical thinking, attention to detail, and a passion for learning new technologies.
* Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
Desired Technical Knowledge And Experience:
* Intermediate to advanced level of knowledge in:
* Expertise with enterprise backup & storage technologies (NAS, SAN, SCSI, tape, deduplication, DR) and prior exposure to products such as Veritas NetBackup, Commvault or Veeam.
* Solid understanding of networking fundamentals and troubleshooting (TCP/IP stack, routing, firewalls, proxies).
* Database skills: PostgreSQL, Oracle, Microsoft SQL Server; ability to perform basic administration and query analysis.
* Familiarity with multi-tier architectures, application servers, web services, and basic JavaScript or scripting (PowerShell, Bash, Python).
* Exposure to public-cloud platforms (AWS, Azure or Google Cloud) and virtualisation (VMware, Hyper-V).
* Experience using diagnostic tools (Wireshark, procmon, crash-dump analysers) to perform deep-dive analysis.
Other:
* Must be an Australian Citizen or Permanent Resident to apply.
* May be required to change work patterns as business dictates.
* Travel may be required.