- Analyzes, diagnoses, and resolves complex product issues for customers related to Identity and Access Management and Identity Governance software products in enterprise application environments.
- Uses logs, reproductions, technical documentation, and your personal troubleshooting skills and knowledge to find solutions
- Collaborates cross-functionally (other support teams, management, product management, engineering, sales, field support, consultants, etc) to resolve technical support issues
- Develops, documents, and publishes best practice methods, knowledgebase articles and solutions.
- Designs and presents technical trouble-shooting and best practice training to peers and customers
- Helps to identify proactive measures that reduce customer reliance on technical support.
- Participates in rotational on-call support during weekday evenings and on weekends.
WHAT YOU NEED TO SUCCEED
- Bachelor's degree in computer science, IT, IS, Engineering or a comparable field or equivalent verifiable work experience.
- Experience supporting Enterprise Software products.
- Sound knowledge of Linux or UNIX variants (particularly RedHat and SUSE) and Windows Servers
- Database experience including the ability to develop and execute basic SQL commands (MSSQL, Oracle, Postgres, SQL)
- Experience with web servers (Apache, IIS) and application servers (Tomcat/Jboss)
- System or Network Administration experience is a plus.
- Experience with Kubernetes, Docker AWS or Azure
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
Lead Technical Support Specialist - Waterloo, Canada - OpenText
Description
OPENTEXT
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.
YOUR IMPACT
The Micro Focus/OpenText Technical Support organization seeks an ambitious and customer focused Senior Technical Support Engineer to provide technical support and problem resolution for customers that are using Micro Focus Identity & Access Management products. You will play a critical role for our large enterprise customers collaborating with coworkers and other departments to resolve escalations. This role is critical for businesses, allowing them to grant access to the correct parties and safeguarding their sensitive information.
WHAT THE ROLE OFFERS