Lead Premium Support Specialist - Fortify (Enterprise Application Security)

OpenText; Southwestern Ontario; On-site; CAD 121,026 - 181,539; Full time

Benefits offered by this job

Designed benefits package for wellbeing

Variable and commission compensation opportunities

Paid time off

Job summary

OpenText is seeking a Premium Support Engineer to provide advanced technical support for its Application Security products, specifically Fortify, to ensure customers successfully utilize their software. The ideal candidate will have a strong background in technical troubleshooting and customer support, along with effective communication skills to manage customer needs.

This position offers unique challenges and opportunities for professional growth, contributing to customer retention and satisfaction through personalized technical support.

Join OpenText to be part of a community that values innovation and collaboration.

Qualifications

• Min 3 years' working experience in a customer support environment.
• Basic understanding of application security concepts (OWASP Top 10).
• Willingness and ability to travel if required.

Responsibilities

• Be the customer's single point of contact for support incidents.
• Develop an in-depth understanding of customers’ environment.
• Implement and establish strong relationships with customers.
• Identify and recommend best practices to minimize operational risks.

Skills

Advanced knowledge of OpenText Application Security (Fortify)

Strong troubleshooting skills

Relationship and team building skills

Communication skills

Knowledge of Windows and Linux operating systems

Basic networking knowledge

Ability to read/debug code in common languages (Java, C#, JavaScript, Python)

Experience with CI/CD pipelines

Education

Bachelor's degree preferred or associate degree in technical field

Tools

OpenText Static Application Security Testing (OpenText SAST)

OpenText Dynamic Application Security Testing (OpenText DAST)

Relational databases (Oracle, PostgreSQL, SQL Server, MySQL)

Job description

OpenText - The Information Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can’t replace to help us shape the future of information management.

Your Impact

We are looking to welcome a Premium Support Engineer to our team, with advanced technical skills in OpenText Application Security (Fortify) or the ability to learn and come up to speed quickly in Fortify. You will work on our customers’ complex software environments and provide technical support along with proactive services such as best practices, guidance, optimization, and pitfall awareness to customers developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText, focusing on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction.

What The Role Offers

• Be the customer's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment.
• Implement & establish a strong trusted working relationship with customers.
• Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently.
• Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge.
• Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
• Delivery short-term custom offerings to address customers’ unique needs and requests.

What Do You Need To Succeed

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a customer support environment.
• Advanced knowledge of OpenText Application Security (Fortify).
• Fortify is comprised of, where knowledge in any of these areas is relevant.
• OpenText Static Application Security Testing (OpenText SAST) – Formerly Fortify Static Code Analyzer (SCA).
• OpenText Dynamic Application Security Testing (OpenText DAST) – Formerly Fortify WebInspect.
• Knowledge of Windows and Linux operating systems, including administration basics.
• Basic networking knowledge (TCP/IP, SNMP, FTP/TFTP, proxies, SSL/TLS).
• Understanding of system requirements (hardware, OS, architecture, software dependencies).
• Advanced troubleshooting: ability to analyze verbose/debug logs and perform root cause analysis.
• Familiarity with relational databases (Oracle, PostgreSQL, SQL Server, MySQL).
• Basic understanding of application security concepts (OWASP Top 10, SAST fundamentals).
• Ability to read/debug code in common languages (Java, C#, JavaScript, Python).
• Experience with CI/CD pipelines (Azure DevOps, Jenkins, GitHub Actions).
• Familiarity with build tools (Maven, Gradle, MSBuild, Ant, Makefiles).
• A proven track record of in-depth technical troubleshooting.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
• Ability to guide and advise customers proactively on best practices, configuration optimization, tuning and integrations.
• Willingness and ability to travel if required.
• Willingness and ability to work occasionally outside of business hours, including weekends.
• French or Spanish Language is an asset.
• Knowledge of other OpenText Products is an asset.
• Ability to work outside standard hours on occasion to meet specific customer needs.
• Willingness and ability to learn additional products as requested to meet staffing and account needs.

One Last Thing

OpenText is more than just a corporation, it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [e-mail].

Compensation

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range

$86,800 - $130,200; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.