Cloud Support Specialist

2 days ago

Waterloo, Ontario, Canada opentext Full time

Unlock Your Potential with OpenText

At OpenText, we're shaping the future of digital transformation. As a Cloud Support Specialist, you'll be part of a dynamic team dedicated to delivering world-class operational support for our Content Suite solutions in the OpenText Cloud.

Your Key Responsibilities

  • Utilize exceptional communication skills to deliver outstanding customer focus and empathy.
  • Respond to and resolve customer technical requests, with a deep understanding of their managed hosted environment and applications within the OpenText Cloud.
  • Operate, manage, and administer production applications like Content Suite, adhering to documented policies and procedures.
  • Monitor and troubleshoot alerts from applications, servers, and devices to meet service level agreements.
  • Collaborate with cross-functional teams, including Product Support, IT, Network Operations, and Professional Services, to address technical issues.
  • Work independently under general guidance, with periodic reviews of results, seeking approvals as needed on matters outside the role.

What You Need to Succeed

  • Experience with Cloud technologies and a university/college degree in a related discipline or equivalent work experience.
  • A minimum of 2-3 years in a technical support role, with experience delivering service within an ITIL-based service delivery model.
  • Skills in Windows, UNIX, and Application administration in a TCP/IP networked environment.
  • Experience with relational DBMS such as MS SQL Server, PostgreSQL/Postgres, Oracle, or MySQL.
  • Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, etc.).
  • A strong desire to provide exceptional customer support with a focus on first-call resolution.
  • Proficiency in French is an asset.

Our Commitment to Inclusion

At OpenText, we strive to create a workplace that's 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.

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