Premium Support Developer

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

Job summary

OpenText in Mumbai is seeking a Premium Support Engineer to join their growing team. In this role, you will provide dedicated technical support to premium customers, ensuring they receive prioritized and proactive assistance tailored to their complex software environments.

The ideal candidate will have 8+ years of experience with OpenText Operations Support Management solutions, excellent problem-solving skills, and the ability to build strong relationships with clients. The role involves acting as a single point of contact for support and developing plans to enhance the customer’s software investment.
OpenText is committed to fostering an inclusive work environment.

Qualifications

• 8+ years of experience with OpenText Operations Support Management solutions.
• Excellent problem-solving and troubleshooting skills.
• Strong relationship and team building skills.

Responsibilities

• Act as the single point of contact for support incidents.
• Develop a strong working relationship with customers.
• Provide timely updates and coordinate with OpenText experts.
• Help customers minimize operational risks.

Skills

OpenText Operations Support Management solutions

Product integrations and upgrades

Troubleshooting skills

Database systems knowledge

Cloud deployment providers

Team building skills

Communication skills

Education

Bachelor’s degree or Associate degree (technical field)

Tools

Oracle

SQL Server

PGSQL

Job description

Premium Support Engineer

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, working closely with these premium customers who operate complex software environments. 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.

Responsibilities:

• 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 & 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 & 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 & 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.

Qualifications:

• 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 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]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.