Senior Technical Support Engineer – EDI & SaaS

OpenText

Southfield (MI)

On-site

USD 62,000 - 77,000

Full time

5 days ago

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Job summary

OpenText is hiring a Technical Support Specialist II to provide Level 1/2 technical support for enterprise software, SaaS applications, and EDI messaging platforms. You will respond to customers via phone, email, and chat, diagnose complex issues, and work with global teams to deliver timely resolutions.

The role emphasizes strong troubleshooting, analytical thinking, and excellent customer communication in a fast-paced, high-volume environment.

Qualifications

3+ years of experience in technical support, service desk, help desk, application support, IT support, or a related technical role.
Experience providing customer-facing technical support.
Strong analytical, logical thinking, and problem-solving skills.
Demonstrated experience with technical troubleshooting and root cause analysis.
Experience using CRM, help desk, service desk, ITSM, or ticket management systems.
Understanding of basic IT service management and service desk processes.
Experience managing incidents and service requests according to SLAs and priority levels.
Strong verbal and written communication and customer service skills.
Ability to explain technical concepts clearly to customers and colleagues.
Strong documentation and attention-to-detail skills.
Ability to work independently while also collaborating effectively with a global technical team.
Ability to prioritize and manage multiple concurrent support issues in a high-volume environment.
Demonstrated ability and willingness to learn new technologies and technical concepts.

Responsibilities

Provide Level 1/Level 2 technical support for enterprise software, SaaS applications, EDI messaging platforms, connectivity, and related technologies.
Respond to and manage customer issues through telephone, email, and chat.
Troubleshoot hardware, software, application, connectivity, configuration, and data-related issues using a structured troubleshooting methodology.
Perform incident management, problem identification, root cause analysis, and service request fulfillment.
Gather relevant technical information by asking targeted questions, reviewing logs, analyzing messages, and identifying patterns.
Research and use technical documentation, knowledge bases, product information, and established troubleshooting procedures to resolve customer issues.
Document troubleshooting activities, customer interactions, technical findings, and resolutions accurately within the ticketing/CRM system.
Prioritize incidents and service requests based on business impact, urgency, severity, and established SLAs.
Resolve technical issues independently when possible and appropriately elevate complex or high-priority issues to senior technical teams.
Monitor assigned tickets and provide timely customer communication and follow-up through resolution.
Develop and maintain Knowledge Base (KB) articles, technical documentation, support procedures, and troubleshooting guides.
Identify recurring issues and opportunities to improve support processes, procedures, documentation, and customer experience.
Collaborate with technical teams and global support resources to investigate and resolve complex customer issues.
Develop technical expertise in EDI messaging, enterprise applications, connectivity protocols, and customer environments.