Tech Application Support Engineers for a Software Company (Makati Hybrid work

OpenText (Philippines), Inc.; Metro Manila; On-site; PHP 240,000 - 320,000; Full time

Job summary

OpenText is seeking a hands-on Technical Support Analyst to handle global customer inquiries, troubleshoot issues, and provide timely resolutions from our Makati office.

You will collaborate with multiple teams to improve knowledge bases, participate in ongoing training, and contribute to productive customer engagements. Night shifts and on-site presence in Makati are required.

Qualifications

• Global customer-facing experience is required.
• Experience with Windows and/or Unix operating systems.
• Experience with Active Directory or directory services.

Responsibilities

• Provide technical support and respond to cases with timely issue resolution.
• Participate in training programs to improve troubleshooting methodologies and product knowledge.
• Work cross-functionally within the organization to deliver quality customer outcomes.
• May be assigned additional duties and participate in on-call and weekend rotation.

Skills

Global customer facing experience

Operating Systems (Windows/Unix)

Active Directory

Job description

OPENTEXT

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.

WHAT THE ROLE OFFERS

• Providing technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreating customer issues & escalates to appropriate level.
• Actively participating in self-improvement, process, and technology training programs. Continually striving to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, operating systems, and comms protocols as applicable.
• Working cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers. Submitting/providing ideas/suggestions for new content to knowledge base.
• Performing other/additional duties and projects that may be periodically assigned and may require on-call and weekend rotation.

WHAT YOU NEED TO SUCCEED

• Global customer facing experience is requred either on phone or email support.
• Working experience with Operating Systems (Windows and/or Unix)
• Working experience with Active Directory.

Additional Notes:

• Candidate must be willing to work ONSITE in MAKATI, night shift, shift rotation, Philippine holidays, and on-call (when necessary).