Sr. Cloud Support Specialist Hit enter to view the job description

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.

YOUR IMPACT
A Sr. Cloud Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to support OpenText Content Suite solutions deployed within the OpenText Cloud. The successful candidate will be a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment.

WHAT THE ROLE OFFERS
• Utilizing exceptional written and verbal communication skills while demonstrating a high level of customer focus and empathy.
• Responding to and solving customer technical requests, show an understanding of the customer's managed hosted environment and applications within the OpenText Cloud, enabling resolution of complex technical issues.
• Operating, managing, and administering production applications such as Content Suite while following documented policies and procedures.
• Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
• Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
• Should be knowledgeable in AI technologies.

WHAT YOU NEED TO SUCCEED
• A minimum of 3-5 years previous experience working within a technical support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
• University/College degree within a related discipline or equivalent work experience
• Experience with Content Suite or SuccessFactors an asset
• Experience delivering service within an ITIL based service delivery model.
• Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
• Experience working with relational DBMS (MS SQL Server, PostgreSQL/Postgres, Oracle, mySQL).
• Programming/scripting is helpful, (e.g. SQL, .sh/.bat, Java, JavaScript).
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, , etc.).
• Familiarity with Docker, Kubernetes, and Helm 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
• Positive attitude, patience, dedication and commitment

Work Environment
General office environment. Participation in an on-call rotation to provide restoration of service for major incidents and perform scheduled activities outside of business hours is required. Work outside of normal business hours may be necessary due to on-call, project schedules, deadlines, system reliability issues, customer issues and/or time zone differences.

ONE LAST THING:
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. You will be joining a growing team that provides world class operational support including hands on troubleshooting and administration to a variety of enterprise customers.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is 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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.