Senior Technical Support Lead for Enterprise Fax Solutions

OpenText; Makati; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

OpenText in Manila is seeking a Senior Technical Support Specialist to resolve complex escalations for the OpenText Fax (RightFax) platform. You will also support cloud offerings like RightFax Connect and Managed Services, acting as a technical resource across frontline tickets.

Responsibilities include leading high-priority resolutions, mentoring teammates, and providing hands-on diagnostics on customer servers.

Qualifications

• University or college degree in a technology-related field or equivalent work experience.
• High level of proficiency in IT and service delivery.
• Technical mastery of OpenText Fax (RightFax).
• In-depth knowledge of Windows Server environments.
• Hands-on experience with Microsoft SQL Server and IIS configuration.

Responsabilités

• Act as the main technical escalation level to customers and internal stakeholders.
• Lead the resolution of high-priority or high-impact customer escalations, coordinating with Engineering when necessary.
• Mentor teammates by sharing technical expertise and fostering collaboration.
• Participate in after-hours on-call rotations to ensure continuous support coverage.
• Conduct in-depth testing of OpenText product issues across environments to validate and resolve complex problems.
• Develop and deliver workshop content and training materials across products and processes.
• Work independently on complex assignments, applying initiative and creativity to resolve issues.
• Provide advanced troubleshooting and resolution for complex issues, often supporting the customer's IT or telephony team.
• Perform hands-on diagnostics on customer servers, including recovery from outages.
• Ensure seamless integration and support across multiple OpenText products and environments.
• Maintain strong communication with Engineering and other teams to drive resolution and continuous improvement.

Connaissances

Technical troubleshooting

Escalation handling

Mentoring / leadership

Communication

Problem solving

Formation

Bachelor's degree in a technology field

Outils

Windows Server

MS SQL Server

IIS

Description du poste

OpenText in Manila is seeking a Senior Technical Support Specialist to resolve complex escalations for the OpenText Fax (RightFax) platform. You will also support cloud offerings like RightFax Connect and Managed Services, acting as a technical resource across frontline tickets.

Responsibilities include leading high-priority resolutions, mentoring teammates, and providing hands-on diagnostics on customer servers.