Technical Support Specialist

Ref#: 20978

Function: Technical Support

Location: India, Bengaluru

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OPENTEXT - THE INFORMATION COMPANY

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 OpenText Cloud Delivery technical team is currently searching for a dynamic and resourceful individual to provide exceptional technical customer support and application administration in a challenging and rewarding environment. The incumbent will be joining a highly collaborative team that provides world-class technical customer support including hands-on troubleshooting and system administration for a variety of enterprise customers to ensure that customer satisfaction is met in every form. The focus will be supporting OpenText Media Manager product line deployed within our own OpenText Cloud.

You are great at:

Responding to and solving customer technical requests, showing a detailed understanding of the customer's cloud environment, the applications within this environment and their configuration.

Responding to and troubleshooting alerts from monitoring of applications, servers and devices to meet service level agreements.

Collaborating on complex technical issues with Product Support, Cloud Infrastructure Operations, Engineering and Professional Services.

Identifying, planning, coordinating and documenting (in detail) maintenance activities.

Operating, managing, and administering production application servers and services according to policies and best-practices.

Automating tasks where appropriate to provide consistency and reduce effort.

What it takes:

4+ years supporting enterprise-level multi-tiered applications as Support Engineer or Application Administrator

Strong foundation working with Windows, SQL databases, web application servers (IIS, Apache, Tomcat, TomEE, JBoss).

Experience debugging Javascript and using networking tracing tools such as Wireshark, Charles Proxy and Fiddler.

Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution

Ability to communicate effectively with both technical and non-technical audiences

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

Strong ability to multi-task and prioritize work effectively
Positive attitude, patience, understanding, dedication and commitment
Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
Ability to participate in the after-hours on-call rotation

Knowledge of enterprise infrastructure, including storage devices, network firewalls and load balancers is an advantage.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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