Technical Support Specialist

OpenText; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

OpenText is hiring a Technical Support Specialist to join the Observability and Service Management team in Bengaluru. You will support a comprehensive product suite, including Operations Bridge Manager, across cloud and on-prem environments.

The role requires hands-on troubleshooting, diagnostics, and escalation management, with opportunities to mentor peers and contribute to knowledge content. Strong Linux/Windows skills and ITIL knowledge are essential.

Qualifications

• Minimum 3+ years in technical support with a client-centric approach.
• Strong understanding of Linux/Windows troubleshooting and networking basics.
• Hands-on experience with OBM or similar IT operations monitoring tools.
• Proficiency in SQL databases and scripting (Python/Perl/Shell).
• Knowledge of ITIL processes and high-availability/DR concepts.

Responsibilities

• Provide advanced technical support to clients via chat, phone, and email.
• Troubleshoot complex/escalated issues across on-prem and cloud deployments.
• Maintain clear documentation and lead status calls when needed.
• Engage with cross-functional teams to resolve problems and identify trends.
• Mentor teammates and contribute to knowledge base improvements.
• Work with OpenText OBM to diagnose faults and test patches for clients.

Skills

Technical support

Analytical thinking

Communication skills

Linux

Windows

Docker

Kubernetes

AWS

Azure

PostgreSQL

Oracle

MS SQL

Vertica

Python

Perl

Shell

ITIL

HA/DR

VMware

Hyper-V

Education

Bachelor’s degree in computer science/technology/engineering

Tools

OpenText OBM

Docker

Kubernetes

VMware

Hyper-V

AWS

Azure

PostgreSQL

Oracle

MS SQL

Vertica

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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

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're hiring talent that AI can't replace to help us shape the future of information management.

Your Impact

As a member of the Observability and Service Management (OSM) support team, you will support a product suite that helps our clients manage their critical IT infrastructure and operations. Our OSM suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, enterprise hybrid cloud management and orchestration, lifecycle management across virtual and physical servers, databases, and middleware as well as Service Management solutions.

The Technical Support Specialist will be responsible for making our clients successful by providing end-to-end technical support experience of the highest quality on OpenText product Operations Bridge Manager (OBM) products and providing support and guidance to the Technical Support Specialists. Addressing a client’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our clients.

Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. As a Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalated software change requests to OpenText Operations Bridge Manager Engineering, and test software patches for Clients. You will be recognized by your peers as an expert in your chosen product area.

What The Role Offer

• Provide advanced technical support to clients via chat, phone, and email.


• Troubleshoot complex and escalated issues beyond initial support levels.


• Support both on-premises and cloud-based OpenText solutions.


• Maintain clear written and verbal communication, documenting all interactions and leading status calls when required.


• Manage customer relationships with empathy and professionalism, especially in critical situations.


• Escalate issues appropriately and collaborate with cross-functional teams to resolve them and identify trends.


• Independently manage cases using proactive best practices and ensure proper resolution closure.


• Contribute to and improve the Knowledge Base by creating, updating, and refining technical content.


• Utilize support tools and stay updated with training, alerts, and evolving processes.


• Act as a technical expert, mentoring team members, collaborating with development teams, and representing the company to clients.

What You Need To Succeed

• Passion for providing quality customer service and technical support


• Demonstrated strong analytical and critical thinking skills


• Strong verbal and written communication skills


• 3+ years’ experience in technical support and client centric environment


• Bachelor’s degree in computer science/technology/engineering is preferred


• 2+ years of technical experience on any of the IT Operations monitoring tools, preferably OpenText Operations Bridge Manager (OBM)


• Should be comfortable with various operating systems usage and troubleshooting – Linux, Windows


• Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica


• Knowledge and analysis experience of fundamental network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML


• Knowledge on virtualization – Vmware, Hyper-v


• Experience on Cloud technologies – AWS, Azure


• Good Scripting knowledge - Perl, Python, Shell


• Good knowledge of ITIL processes.


• Must be familiar with HA and DR setup


• Experience in Docker/Kubernetes

hypothesis formulation and testing.

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.