Sr Technical Support Specialist_Archive Server

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

Job summary

OpenText in Bengaluru, India is seeking a Senior Technical Support Specialist to deliver high-quality technical support for OpenText products. You will address customer concerns at both technical and service levels, learning emerging technologies and solving unique issues.

The role requires 5–8 years in tech support, experience with enterprise products, and strong problem solving. Weekend on-call shifts and weekday rotations are expected.

Qualifications

• 5 - 8 years of prior experience working on relevant technologies.
• Technical Support experience handling Enterprise Products.
• Strong Problem Solving and Troubleshooting experience.
• University/College degree within a related discipline.
• Willingness to work in shifts during weekdays and on-call during weekends.

Responsibilities

• Represent OpenText acting as first point of contact for all technical support inquiries.
• Incident management and collaboration with other teams while adhering to SLA’s and KPI’s.
• Utilize exceptional written and verbal communication skills while supporting customers with empathy.
• Meet established service delivery guidelines and KPIs measured through customer satisfaction surveys.
• Collaborate with various stakeholders to act as a trusted customer advocate.
• Manage escalations and work with Escalation Manager as a point of contact.

Skills

Customer focus

Problem solving

Troubleshooting

Strong communication

Education

Bachelor's degree in related discipline

Tools

Windows

Linux

SQL Server

Oracle

Tomcat

Storage & Backup

Networking & Firewalls

Load Balancer / Proxy

Containerization

MS SQL scripting

Job description

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. Were hiring talent that AI cant replace to help us shape the future of information management. Join us.

Your Impact:

Sr. Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective. Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you’ll work on unique customer issues to provide resolutions.

What the role offers:

• Represent OpenText acting as first point of contact for all technical support inquiries
• Incident management and collaboration with other teams while adhering to SLA’s and KPI’s
• Utilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys
• Collaborate with various stakeholders to act as a trusted customer advocate
• Manage Escalations and work with Escalation Manager as a point of contact

What you need to succeed

• 5 - 8 years of prior experience working on relevant technologies
• Technical Support experience handling Enterprise Products a must
• Strong Problem Solving and Troubleshooting experience

• University/College degree within a related discipline
• Willingness to work in shifts during weekdays and on-call during weekends

• Experience in Installation, Configuration and Maintenance of Mainstream OS (Windows, Linux)
• Experience in Installation & Configuration of DB (SQL Server or Oracle)
• Knowledge of Tomcat
• Understanding of Infrastructure and Cloud Technologies including Storage, Backup & Restore, Networking, Load Balancer, Proxy, Firewalls, Containerization
• Experience in troubleshooting issues in a N-Tier Software Architecture Environment
• Demonstrated Problem Solving and Analysis of Product Trace / Logging information
• Knowledge on MS SQL and Scripting a value addition

OpenTexts 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 OpenTexts vibrant workplace.