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Technical Support Specialist

2 months ago

Richmond Hill, Ontario, Canada OpenText Full time
Principal Technical Support Specialist

OpenText
At OpenText, we're committed to innovation and collaboration. As a Principal Technical Support Specialist, you'll have the opportunity to partner with top companies worldwide, tackle complex issues, and contribute to projects shaping the future of digital transformation.

As a key member of our team, you'll provide high-level technical support for OpenText customers using the Data Protector product. This includes phone, remote access, and on-site support when necessary.

Your Impact

  • Build trust with our customer base by delivering exceptional technical support, including phone, remote access, and on-site assistance.
  • Work with elevated support issues from L1, L2, and Premium Support field engineers.
  • Resolve customer escalations, ensuring timely and effective issue resolution.
  • Utilize advanced knowledge of Python, shell scripting, C languages, database technologies, networking, and OS system tools to troubleshoot and resolve complex product issues.

What the Role Offers

  • Develop in-depth understanding of the Data Protector product's architecture and operations, including source code implementation, tools, and features.
  • Define, prioritize, report, and track bugs for resolution, collaborating with development teams to improve product stability and performance.
  • Work with the global team to prioritize open defects, leveraging management to escalate if necessary.
  • Participate in product release transfer training, weekly and monthly review meetings with product management on supportability improvement.
  • Provide L3 technical assistance and mentoring to junior engineers, ensuring they handle support cases professionally and technically accurately.

What You Need to Succeed

  • Bachelor's degree in information systems, Computer Science, Electrical Engineering, or similar technical field.
  • Minimum 5-10 years technical support work experience.
  • 5+ years of Data Protector product support experience or equivalent backup software support experience.
  • Knowledge and experience working with SAP, Oracle, and Sybase databases.
  • Advanced knowledge and experience working with programming languages, Fabric, SAN, NAS, MS/Linux Clustering.