Technical Support Specialist

As a member of the Observability and Service Management (OSM) support team, you will support a product suite that helps our clients manage their critical IT infrastructure and operations. Our OSM suite covers the management and monitoring of public and private cloud deployments, management of unified, modern enterprise networks, enterprise hybrid cloud management and orchestration, lifecycle management across virtual and physical servers, databases, and middleware as well as Service Management solutions.

The Technical Support Specialist will be responsible for making our clients successful by providing end-to-end technical support experience of the highest quality on OpenText Operations Bridge Manager (OBM) products and providing support and guidance to the Technical Support Specialists. Addressing a client's concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our clients.

Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world's top Fortune 500 companies. As a Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Operations Bridge Manager Engineering, and test software patches for Clients. You will be recognized by your peers as an expert in your chosen product area.

• Provide advanced technical support to clients via chat, phone, and email.
• Troubleshoot complex and escalated issues beyond initial support levels.
• Support both on-premises and cloud-based OpenText solutions.
• Maintain clear written and verbal communication, documenting all interactions and leading status calls when required.
• Manage customer relationships with empathy and professionalism, especially in critical situations.
• Escalate issues appropriately and collaborate with cross-functional teams to resolve them and identify trends.
• Independently manage cases using proactive best practices and ensure proper resolution closure.
• Contribute to and improve the Knowledge Base by creating, updating, and refining technical content.
• Utilize support tools and stay updated with training, alerts, and evolving processes.
• Act as a technical expert, mentoring team members, collaborating with development teams, and representing the company to clients.

• Passion for providing quality customer service and technical support
• Demonstrated strong analytical and critical thinking skills
• Strong verbal and written communication skills
• 3+ years' experience in technical support and client centric environment
• Bachelor's degree in computer science/technology/engineering is preferred
• 2+ years of technical experience on any of the IT Operations monitoring tools, preferably OpenText Operations Bridge Manager (OBM)
• Should be comfortable with various operating systems usage and troubleshooting - Linux, Windows
• Database knowledge - PostgreSQL, Oracle, MS SQL, Vertica
• Knowledge and analysis experience of fundamental network and security protocols like TCP/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
• Knowledge on virtualization - Vmware, Hyper-V
• Experience on Cloud technologies - AWS, Azure
• Good Scripting knowledge - Perl, Python, Shell
• Good knowledge of ITIL processes.
• Must be familiar with HA and DR setup
• Experience in Docker/Kubernetes
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing