Premium Support Developer

OpenText; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

OpenText is seeking a Premium Support Engineer to provide high-touch technical support to premium customers. The role involves deep technical understanding and personalized service tailored to meet specific customer needs.

With over 8 years of expertise in OpenText Operations Support Management, the successful candidate will handle complex support incidents, build relationships, and ensure customer satisfaction with their software investment. An inclusive work environment is emphasized in OpenText's policies.

Qualifications

• 8+ years of experience in OpenText Operations Support Management solutions.
• Experienced in performing product integrations and upgrades.
• Strong understanding of both on-premises and cloud-based environments.

Responsibilities

• Act as a single point of contact for customers' support incidents.
• Develop in-depth understanding of customer environments.
• Provide timely updates and coordinate with OpenText experts.

Skills

Proficient in OpenText OSM solutions (SMAX, uCMDB, AIOps, ODL)

Strong problem-solving and troubleshooting skills

Excellent communication and coordination skills

Knowledge of database systems (Oracle, SQL Server, PGSQL)

General knowledge of web servers and internet applications

Understanding of network architecture and security

Education

Bachelor’s degree or associate degree in a technical field

Job description

YOUR IMPACT

We are looking to welcome a Premium Support Engineer to our growing team, with advanced technical expertise in OpenText Operations Support Management (OSM). In this role, you will provide dedicated, high-touch technical support to customers subscribed to OpenText’s Premium Support service. You will work closely with these premium customers, who typically operate complex software environments and rely on OpenText OSM for critical business operations. Your focus will be to ensure they achieve maximum value from their investment while receiving prioritized, proactive, and deeply technical support tailored to their needs. The objective of the Premium Support Engineer is to deliver exceptional, customer‑specific technical support that drives success for dedicated premium customers. This includes building trusted relationships, understanding their environments in depth, and consistently going above and beyond to ensure satisfaction, stability, and long‑term partnership value.

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 and implementation and develop a strong 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 and coordinate with other OpenText experts as needed to expedite timely resolution.
• Apply best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments and offer technical support mentoring to increase the customer's knowledge.
• Understand the operational profile of your customer's environment to improve the support that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.

What You Need To Succeed

• Proficient in any of the following OpenText Operations Support Management solutions, including SMAX (Service Management Automation X), uCMDB (Universal Configuration Management Database), AIOps (AI Operations Management), and ODL (Operations Data Lake) with 8+ years of experience.
• Experienced in performing product integrations and upgrades.
• Strong understanding of high‑level architecture and product configuration across both on‑premises and cloud‑based environments.
• Excellent problem‑solving and troubleshooting skills.
• Working knowledge of database systems such as Oracle, SQL Server, and/or PGSQL databases, network architecture, firewalls, extranet security, virtual environments, backup and high‑available structures.
• General knowledge of web servers, browsers and other internet applications.
• Solid understanding of operating system platforms, storage platforms, different database products, cloud deployment providers (AWS, Azure, GCP), application build platforms, and integration with external vendors like SAP, Microsoft, PeopleSoft, Salesforce, etc.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
• Great communication, coordination, collaboration skills, and ability to navigate complex, matrixed organizations.
• Bachelor’s degree preferred or associate‑degree holder (technical field) with previous working experience in a customer support environment.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identity, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.