Premium Support Engineer (Documentum)

Open Text; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

OpenText is seeking a Premium Support Engineer to join our team, focusing on OpenText Documentum and Content Server. You will support customers in complex software environments, ensure high value delivery, and promote retention and account growth through exceptional technical support and trusted relationships.

You will collaborate with cross-functional teams to resolve incidents, mentor peers, and proactively improve customers’ software investments while navigating large, matrixed organizations.

Qualifications

• Advanced knowledge of OpenText Documentum and Content Server.
• Excellent problem solving and troubleshooting skills.
• Working knowledge of Oracle, SQL Server, and PostgreSQL databases, networks, security, and virtual environments.
• General knowledge of web servers and internet applications.
• Understanding of OS platforms, storage, cloud providers, and integration with external vendors.
• Strong relationship, communication, and team-building abilities.
• Bachelor’s degree preferred or technical Associate degree with customer support experience.

Responsibilities

• Be the customer’s single point of contact for support incidents for a specific product center.
• Develop an in-depth understanding of the customer’s environment and build a strong working relationship.
• Leverage technical expertise to resolve incidents efficiently.
• Provide timely updates on open incidents and coordinate with other OpenText experts.
• Apply best practices to minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments and mentoring to increase customer knowledge.
• Understand the operational profile of the customer’s environment to improve support.
• Act as a strategic partner to proactively improve and maintain the customer’s software investment.

Skills

Documentum

Content Server

Problem solving

Databases

Web servers

Cloud platforms

Communication

Teamwork

Education

Bachelor’s degree preferred

Tools

Oracle

SQL Server

PostgreSQL

AWS

Azure

GCP

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.

YOUR IMPACT

We’re looking to welcome a Premium Support Engineer to our growing team, with advanced technical skills on OpenText Documentum & Content Server. You will work on our customer’s complex software environments and provide technical support to customers who are developing their solutions. You will ensure customers get the highest level of business value and are satisfied with the products and technical support they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful with their OpenText Documentum solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.

WHAT THE ROLE OFFERS

• Be the customer’s single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment and implementation & develop a strong working relationship with customers.
• Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently.
• Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
• Apply best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments & offer technical support mentoring to increase the customer’s knowledge.
• Understand the operational profile of your customer’s environment to improve the support that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer’s software investment.

WHAT YOU NEED TO SUCCEED

• Advanced knowledge of OpenText Documentum & Content Server.
• Excellent problem solving and troubleshooting skills.
• Working knowledge of database systems such as Oracle, SQL Server, and/or PGSQL databases, network architecture, firewalls, extranet security, virtual environments, backup and high available structures.
• General knowledge of web servers, browsers and other internet applications.
• Solid understanding of Operating System platforms, Storage platforms, different database products, cloud deployment providers (AWS, Azure, GCP), Application build platforms, and integration with external vendors like SAP, Microsoft, Peoplesoft, Salesforce, etc.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
• Great communication, coordination, collaboration skills, and ability to navigate complex, matrixed organizations.
• Bachelor’s degree preferred or Associate degree holder (technical field) with previous working experience in a customer support environment.

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.