Documentum Support Engineer IV - 2nd Shift

Ref#: 23794

Function: Technical Support

Location: US, GA, Alpharetta

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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:

The Technical Support Engineer IV provides technical support for Documentum customers as a dedicated support resource. TSE IV 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.

The role is for 2nd shift: 12:00 PM -9:00 PM EST.

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 at OpenText’s support facilities for assistance with problem management.
•Conducting regular conference calls (or other regular communications mutually agreed to) to lead, discuss, and review open issues or other activities related to support for the specified product line.
•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 analyze heap dumps to troubleshoot memory and heap related issues.
•Collect and analyze thread dumps to troubleshoot slow and hanging application server issues.
•Prepare regular status reports for OpenText and customer management.
•Conduct customer site visits.
•Work directly with OpenText engineering and product management to report product defects and assist with highly escalated customer issues.
•Maintain Documentum and related skills through regular training.

Shift Requirements
•Hours of work 12:00 PM to 9:00 PM ET

What it takes:

•Deep understanding of the Documentum product suite, particularly with regards to administration and troubleshooting.
•Experience with all Documentum products is a plus, particularly newer products such as D2, xCP, xPlore, and Webtop. However, a deep knowledge of core Documentum technology (Content Server, DFC) is essential.
•Very strong analytical and problem-solving skills.
•Solid understanding of OS System Administration (Windows Server.)
•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 (C++, VB script, VB etc.).
•Ability to work independently and be the primary OpenText technical representative for the customer.
•8-12 years of support experience

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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