Tech Support Engineer II

Ref#: 19543

Function: Technical Support

Location: US, UT, Draper

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As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity:

Opentext is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical support in a challenging and rewarding environment.

The incumbent will be joining a team that provides world class technical support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. The Technical Support Specialist will work support issues that are complex in nature and carry varying priority levels based on set standards.

You are great at:

Facilitate the resolution of complex technical issues in all areas of assigned opentext software products by analysing logs, researching issues, debugging scripts or recreating in house.

Identify and report software defects and customer suggestions to appropriate responsible groups.

Represent opentext and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding resolutions to presented technical problems.

Providing suggestions for alternate support options for customer issues that are not related to opentext products.

Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.

Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness.

What it takes:

Previous experience working within a technical support or development environment.

University/College degree within a related discipline or equivalent work experience.

Proficient in Windows OS, knowledge of UNIX and/or Linux is beneficial.

Programming/scripting experience (ie. SQL,Java, JSP, JavaScript) an advantage.

Experience working with relational DBMS (Oracle, MS SQL Server, mySQL).

Strong desire to provide exceptional technical support efficiently with a high focus on first call resolution.

Proven experience working in a fluid environment that is ever growing and changing.

Experience working with Web Application Servers (i.e. Websphere, Weblogic, Tomcat, JBoss) is an advantage.

At OpenText we understand and value diversity in our employees and 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. If you require accommodation at any time during the recruitment process please email Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act

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