Technical Services Engineer

Ref#: 13826

Function: Technical Support

Location: US, MA, Boston

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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:

OpenText builds breakthrough software solutions that harness the power of information to solve concrete business problems. Our patented innovations at the nexus of law, big data, and predictive analytics help extract critical insights from massive volumes of unstructured data - for eDiscovery, contract analysis, and enterprise knowledge management. With a world-class professional services team across the globe, OpenText is trusted by renowned corporations (BMW, Cisco, Swiss Re), premier law firms (Clifford Chance, Morgan Lewis, White & Case), and key regulatory agencies (SEC, DOE, FINRA).

Our more than 300 team members across the US and EU bring together the best of German engineering with the spirit of San Francisco entrepreneurship. Neither an early stage start-up nor a large, bureaucratic corporation, we continue to innovate at the cutting edge of data analytics for an established base of professional organizations.

We are seeking a Technical Services Engineer to join our team.

Candidate must show aptitude troubleshooting technical issues in mission critical situations; possess strong analytical skills and superior communication skills. Candidate must be comfortable leading a team during a crisis.

You are great at:

  • Providing Level 2 support for OnDemand and SaaS customers including sending status updates to multiple audience
  • Working seamless as part of an escalation team including proper handoffs and escalations

  • Participating in an on-call rotation

  • Installing, patching and upgrading Recommind software

  • Designing and communicating custom workflows

  • Taking on special projects. Represent the department in meetings. Track and report on ongoing projects

  • Evaluating and maintaining customized monitors

  • Maintaining OnDemand and SaaS templates

  • Providing scripted solutions to unique scenarios

  • Developing and maintaining a deep understanding of OpenText Axcelerate product

What it takes:

  • 5 years experience providing Level 2 support
  • Bachelor’s degree in a related field or equivalent work experience required
  • Candidate must be enthusiastic and fast-paced worker, able to solve technical challenges creatively in a dynamic, fast-paced environment
  • Excellent problem solving ability, verbal and written communication skills, work under strict deadlines in a legal environment and the ability to interact with all levels of staff necessary
  • Ability to work in an exciting and dynamic environment, handle multiple tasks under challenging conditions and work as a team player
  • Technical Writing experience a plus
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

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