Description:
We're looking to welcome a Premium Support Engineer with advanced technical support skills in ALM to our growing team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact in the OpenText Technical Support organization. You will add value for your assigned customers by gaining first-hand knowledge of their ALM environment, configuration, and support requirements. This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.
What The Role Offers
- Senior Support Expert who acts as a single point of contact for all technical support cases on ALM from assigned Premium Support customers,
- Develop an in-depth understanding of your customers’ ALM environment to resolve their support cases more efficiently,
- Develop a strong working relationship and act as an extension of the customer's technical team,
- Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues,
- Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.
What You Need To Succeed
- Calm analytical approach to problem-solving and excellent troubleshooting skills.
- Professional manner with excellent communication skills, an authoritative voice during critical situations
- Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
- Helpful, flexible, and willing to go the extra mile to ensure customer satisfaction.
- Familiarity with the following would be advantageous:
- Windows and Linux administration
- Advanced networking knowledge: TCP/IP, Firewalls, Proxy servers
- Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
- Basic understanding of web technologies (HTTP/SSL/web servers)
- Cloud experience: AWS, Azure, GCP
- Container experience: Docker/Kubernetes or any of the open-source alternatives
- Python, Java, and Shell scripting.
- A bachelor’s degree is preferred, along with previous working experience in a customer support environment.