Senior Technical Support Specialist

Opentext - The Information CompanyOpenText 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.

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.

We are looking for responsible, technology savvy and trustworthy individuals to join OpenText Global Technical Support. As part of the APAC Technical Support Team, you will perform a variety of professional duties around providing technical support to internal, partner, and external customer contacts within the APAC region.

You must be a self-starter with excellent verbal and written communication and organizational skills and the ability to multi-task and work under deadlines. Advanced problem analysis, customer support skills, and previous work experience in enterprise information systems is must. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.  Identifies and provides resolutions to a diverse range of complex technical problems.  Mentors others in providing validated technical information, support process instructions and special support requirements.  Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction.  May need to engage or escalate to more senior resources to resolve more complex issues.

Principal Duties and Responsibilities:

The following tasks and responsibilities will be central to this role:

• Handle support calls and emails from OpenText customers, partners, and internal resources (e.g. consultants)
• Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action
• Takes responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals. Makes and drives the delivery of own department's commitments. Follows through on issues that need resolution and understands and utilizes appropriate escalation. Is trusted to maintain confidentiality of critical information
• Will take on extra responsibility and non-routine assignments. Makes and meets commitments. Follows through on issues that need resolution even when outside area of responsibility
• Effectively communicates procedural and routine technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with Technical Support Departments and, as appropriate, to customers. May provide documentation and direct feedback to Account Managers, Sales and other OpenText Technical Support co-workers as appropriate
• Elevate customer issues to OpenText escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner
• Work closely with OpenText product development team to ensure quality product delivery, supportability, and maintenance
• Participate in the maintenance of OpenText online support resources, such as knowledge bases, tutorials, and technical articles, whitepapers etc.
• Provide technical input for external communications
• Participate in the growth of OpenText customer support team, including training of new team members, contributing to reviews of technologies, standards, and processes
• May provide senior or expert level testing to ensure product compatibility. Accountable for maintaining open channels of communication with developers, etc
• Identify and interpret interoperability and support matrixes. Identifies, reviews, creates, and delivers timely and highly focused training programs and/or serviceability enhancements within Technical Support Departments
• Has the ability to represent the company at customer or industry conferences or events
• Help drive Support projects as assigned by management
• Participates in program management, engineering project management and supportability meetings with cross-functional organizations
• Form part of a support team to guarantee 24x7x365 support to OpenText customers
• Required to be on-call on a weekly rotational basis, and shift work, holiday coverage will be required
• Performs other duties as assigned

Required Qualifications and Experience:

·       Minimum of 5 years of experience in a similar technical support, software support, or similar customer facing technical advisory role.

·       Proficiency in English and Mandarin Chinese is required. Additional language skills will be considered an advantage.

·       Proven ability to diagnose and resolve complex technical issues through log analysis, troubleshooting tools, and hypothesis testing.

·       Hands-on experience troubleshooting and supporting both Windows and Linux Operating Systems in an enterprise environment.

·       Strong functional and technical understanding of enterprise software solutions.

·       Demonstrated success in a customer-facing technical support or advisory capacity.

·       Working knowledge of ITSM ticketing systems (e.g., ServiceNow, Salesforce, or similar).

·       Bachelor's degree in Information Technology, Engineering, or a related field, or equivalent practical experience.

Desired Qualifications:

·       Operation Systems & Virtualisation – Hands-on troubleshooting for Windows Server, Linux (major distros) and virtual platforms such as VMware vSphere/ESXi, Hyper-V and vCloud.

·       In-depth understanding of TCP/IP, HTTP/S, TLS/SSL, REST API, SOAP and SAML.

·       Experience with firewalls, proxies, load balancers, LDAP/Active Directory/eDirectory and general network-diagnostic tools (e.g., Wireshark, Fiddler).

·       Solid grasp of security fundamentals: certificate management, server hardening, encryption, antivirus and orchestration for HA/DR environments.

• Knowledge and experience working with database like - PostgreSQL, Oracle, and SQL commands / queries
• Working knowledge of Docker and Kubernetes, including basic clustering, networking and storage concepts.
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, like Wireshark.
• Configuration and troubleshooting of web application servers like Tomcat, JBoss, IIS, Websphere or weblogic
• Security Fundamentals (Orchestration, Certificates, SSL, server hardening, encryption, AV, firewalls)

·       Proficiency in at least one scripting language (PowerShell, Bash/Shell, Python, Perl or JavaScript); familiarity with compiled languages such as Java, .NET/C#.

Other:

• Must be an Australian Citizen or Permanent Resident to apply
• Ability to adapt work patterns to meet business needs, which may include participation in an on-call roster or occasional after-hours work.
• Travel may be required