Principal Premium Support Engineer

1 week ago

Sydney, New South Wales, Australia Opentext Full time

Overview
OpenText is seeking highly qualified candidates to join the Premium Support Team as a Named Support Engineer, Dedicated Support Engineer, or Solutions Support Engineer. We are looking for motivated, passionate and talented engineers to join our Premium Support team. We are a strong, vibrant cross-site team that helps OpenText customers by providing named and dedicated support experts who understand the customers' business and help them optimize even the most complex hybrid software environments and resolve issues quickly if they arise.
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent that AI can't replace to help us shape the future of information management. Join us.
Responsibilities
Be the customers' single point of contact for support incidents opened for a specific product centre.
Develop an in-depth understanding of the customer's environment and implementation.
Develop a strong working relationship with customers.
Leverage deep technical expertise and knowledge of the customer's environment to resolve incidents more efficiently.
Provide timely updates on open incidents and apply best practices to help 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 customers in upgrade and migration planning.
Provide guidance on leveraging the full features and functionality of the customers' OpenText solution.
Act as a strategic partner in developing plans to proactively improve and maintain the customers' software investment.
What It Takes
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 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, coordination and collaboration skills, and ability to navigate complex, matrixed organizations.
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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