Technical Support Specialist- Archive Server

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

Job summary

OpenText is hiring a Technical Support Specialist to deliver high-quality tech support for OpenText products. You will handle customer concerns beyond the technical level and provide resolutions, learning exciting technologies along the way.

The role requires experience with enterprise products, strong problem solving and troubleshooting, and willingness to work shifts including weekends. OpenText emphasizes an inclusive workplace and customer-first mindset.

Qualifications

• 3–5 years of experience in technical support
• Experience handling OpenText Enterprise Products
• Strong problem solving and troubleshooting skills
• Ability to work in shifts and be on-call during weekends
• Experience with Windows and Linux installation, configuration, and maintenance
• Experience in installation and configuration of SQL Server or Oracle databases
• Knowledge of Tomcat and understanding of infrastructure and cloud tech
• Experience in troubleshooting in a multi-tier software environment
• Knowledge of MS SQL and scripting is a plus

Responsibilities

• Represent OpenText as the first point of contact for all technical support inquiries.
• Incident management and collaboration with other teams while adhering to SLAs and KPIs.
• Communicate clearly with customers, showing empathy and high customer focus.
• Meet service delivery guidelines and KPIs measured by customer satisfaction surveys.
• Collaborate with stakeholders to act as a trusted customer advocate.
• Manage escalations with the Escalation Manager as the point of contact.

Skills

Technical Support

Enterprise Products

Problem Solving

Troubleshooting

Windows

Linux

SQL Server

Oracle

Tomcat

Infrastructure

Cloud Technologies

Networking

Load Balancer

Firewalls

Containerization

MS SQL

Scripting

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. Join us.

Your Impact

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 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

• 3 - 5 years of prior experience working on relevant technologies
• Technical Support experience handling Enterprise Products a must
• Strong Problem Solving and Troubleshooting experience
• 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

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.