Principal Technical Support Specialist
3 months ago
**Principal Technical Support Specialist**:
- Req id: 39046- Waterloo, ON, CA**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.
**The Opportunity**
The Principal Technical Support Specialist will be responsible for making our customers wildly successful by providing an end to end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.
This position requires strong technical and problem-solving skills. Our Principal Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.
**About You**
- You are excited to work with customers who have OpenText solutions on premise and in the cloud
- You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
- You have focus and can express empathy to manage customer relationships in highly critical situations.
- You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
- You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.
- You can serve as an escalation point and mentor to your teammates for more complex issues.
- You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.
- You are comfortable designing and delivering technical training on existing and new products as required.
- You can provided insight and feedback to management regarding daily operations in areas such as queue activity, workload and escalations.
- You feel comfortable providing after hours or on-call support if required.
***
**What It Takes**
- 12 years of experience working within a technical support environment
- University degree or college diploma within a related discipline or equivalent work experience
- Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset
- Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)
- Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset
- Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
- Proven experience working in a fluid environment that is ever growing and changing
- Demonstrated ability to multi-task and prioritize work effectively
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
- Positive attitude, patience, understanding, dedication, and commitment
- Expertise with OpenText products or viewed as an advisor in a particular technology or functional capacity
- Application debugging or programming skills would be an asset
- Intermediate to advanced knowledge in at least 4 of the following areas:
- Networking; with experience working with monitoring and capture tools such as Wireshark, Fiddler, Charles or other web-related tools
- Database management; with experience in advanced functions such as backup, restore, high availability and performance debugging
- Security implementation; with experience working with cryptography, PKI, SSL, and certificates
- Infrastructures utilizing high availability practices; with experience configuring network appliances such as proxy servers or load balancers
- Application development or debugging; with experience using tools such as Eclipse, DGB/WinDGB, Postman, or web browser dev tools
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