Designated Support Engineer

Ref#: 14047

Function: Technical Support

Location: Ireland, Cork

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ENABLING THE DIGITAL WORLD

OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.

We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.


The Opportunity:
The Designated Support Engineer (DSE) provides technical support for Documentum customers as a dedicated support resource. The DSE is the primary contact for Documentum support customers and must have very strong technical and analytical skills along with a deep knowledge of Documentum products and surrounding technology.  This is a customer facing role. Location flexible!

You are great at:
• Working closely with the customer’s IT staff for any issues on the prescribed product line(s) that require troubleshooting or problem isolation / resolution.
• Directly accessing other senior technical resources within support for assistance with problem management.
• Maintaining regular regular communication to lead, discuss, and review open issues or other activities related to support for the specified product line. 
• Conducting DSE business reviews at agreed upon intervals (monthly, quarterly, etc.) to discuss upcoming product release, review support activity and tools, and other matters related to support for the specified product line(s). 
• Participating in Quarterly Business Reviews (QBRs) as requested.
• Troubleshoot complex customer issues involving multiple layers of technology.
• Recommend and implement multiple layers of tracing (Documentum, application server, database, network, etc.) to isolate issues.
• Install VMware images of Documentum solutions that resemble customer deployments to aid in issue replication and resolution.
• Collect and analyse heap dumps to troubleshoot memory and heap related issues.
• Collect and analyse thread dumps to troubleshoot slow and hanging application server issues.
• Prepare regular status reports for customer management.
• Conduct customer site visits.
• Work directly with engineering and product management teams to report product defects and assist with highly escalated customer issues.
• Maintain Documentum and related skills through regular training.

What it takes: 

• Deep understanding of the Documentum product stack, particularly with regards to administration and troubleshooting. Other Documentum project lifecycle skills such as architecture and development are also highly desirable.
• A deep knowledge of core Documentum technology (Content Server, DFC) is essential. Experience with all Documentum products is a plus, particularly newer products such as D2, xCP, xPlore, and Webtop. 
• Very strong analytical and problem solving skills.  
• Solid understanding of OS System Administration (Windows, Linux, Solaris, etc.)
• Experience with database administration and performance tuning (SQL Server, Oracle, etc.)
• Working knowledge of J2EE technologies.  This includes an understanding of web application servers (Tomcat, JBoss, Websphere, etc.), Web services frameworks, and Java programming.
• Good communication and documentation skills.
• Ability to work in a high-pressure environment.
• Ability to understand and use various programming languages and technologies is a plus (Java, C, SOAP, REST, JSON, etc.).
• Ability to work independently and be the primary technical representative for the customer.
• Some Travel Required

At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation in completing the application process please email accommodationrequests@opentext.com

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