Remote Lead Premium Support Engineer Job in London, UK OpenText

Who you are

• Bachelor’s degree preferred or Associate degree holder in a technical field
• Previous work experience in customer support
• Advanced knowledge of OpenText Content Server
• Familiarity with OTDS
• Understanding of databases like Oracle, MS SQL Server, PostgreSQL
• Knowledge of web technologies like HTTP/SSL/web servers
• Knowledge of authentication frameworks such as SSO, SAML
• Proven track record in technical troubleshooting
• Strong relationship and team building skills
• Ability to negotiate and resolve conflict
• Great communication, coordination, and collaboration skills
• Ability to navigate complex, matrixed organizations

Desirables

• Innovation
• Creativity
• Collaboration
• Advanced technical skills
• Technical Support Mentoring
• Communication
• Coordination
• Collaboration
• Relationship Building
• Team Building
• Conflict Resolution

What the job involves

• Act as customer's single point of contact for support incidents for a specific product center
• Develop an understanding of customer’s environment and implementation
• Use technical expertise and knowledge of customer’s environment to resolve incidents efficiently
• Provide timely updates and coordinate with other OpenText experts to resolve incidents
• Apply best practices to help customers minimize operational risks and avoid common pitfalls
• Offer technical support mentoring to customers
• Understand customer's operational profile to improve support
• Act as a strategic partner to improve customer's software investment

Application process

• Contact HR for reasonable accommodation during the application or recruiting process