Principal Technical Services Engineer

Ref#: 21575

Function: Technical Support

Location: US, CA, Pasadena

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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 Principal Technical Services Engineer (PTSE) will provide escalated technical assistance to external customers, Technical Service Engineers, and other departments via telephone, e-mail, interactive chat, and support portal message board. The STSE’s primary responsibility is to directly support the TSEs with complex customer issues and educate both on advanced-level technical concepts associated with Guidance products in use at customer locations.

You are great at:

•Ability to function as lead on special projects (Beta Test Program, Support Portal maintenance, network troubleshooting, staging special equipment)

•Ability to function as lead on special projects (Beta Test Program, Support Portal maintenance, network troubleshooting, staging special equipment)
•Taking Tier 2 support service requests and assisting with Tier 1 requests when needed
•Coordinate troubleshooting of complex issues within customer environments in conjunction with TSE’s to provide learning opportunities

•Providing support to Technical Services Engineers as follows:
-Mentor new Technical services Engineers
-Demonstrate examples of effective customer communications and documentation of issues reported and worked
-Assist with training and development of new TS Engineers on all departmental tools including CRM and bug tracking systems, telephony, and support portal software

•Build or assist in building new machines for the TS Lab
• Provide advanced-level technical support to customers and liaise with development resources when needed in order to isolate the source of customer problems
•Assign TSE resources to respond to message board postings on the support portal.
•Evaluate quality of message board posts and ensure TS messages are professional and informative
•Ensure lab documentation and Standard Operational Procedures are kept up to date
•Specification and initial procurement of hardware and software for the department
•Working with TS management and initiate the customer escalation process
•Attending EnCase technical forum, weekly product meetings, training sessions, and disseminating key information to the rest of the department either via documentation or presentation
•Any tasks or projects required or assigned by Technical Services management and the Vice President of R&D

What it takes:

•Computer forensic methodology including investigations processes and legal precedence
•Knowledge of hardware and software write-blocking devices, including, LinEn, WinEn.EXE, and Tableau
•Strong knowledge of networking principles, including firewalls, switches and routers, domain administration, and general network topology
•Knowledge of cybersecurity threats, detection, and remediation processes, and network intrusion methods and prevention
•At least two of the following operating systems, in addition to all flavors of
Microsoft Windows:
◦*nix (OSX, BSD, HP-UX, AIX, Solaris)
◦Linux (various flavors)

•Working knowledge of EnScript, eDiscovery (including Legal Hold and Analytics/First Pass Review), CyberSecurity, EnCase Portable, Enterprise, Forensic, , and future products
•At least 2 years spent as a Technical Support Engineer in a comparable environment or relevant experience working with customers on complex technical issues

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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