OPENTEXT - THE INFORMATION COMPANY

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.

 

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent AI can't replace to help us shape the future of information management. Join us.

 

YOUR IMPACT

 

The Lead Technical Support Specialist will be responsible for following Standard Operating Procedures to provide end to end highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective, collaborating with others as needed.  The successful candidate will be responsible for the OpenText's EnCase and Tableau product lines. including but not limited to, EnCase Forensic, EnCase Endpoint Investigator, EnCase eDiscovery, and EnCase Endpoint Security.

 

 

WHAT THE ROLE OFFERS 

Represent OpenText with excellent composure, patience and empathy in highly critical situationsIsolate, reproduce and analyze complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severityManage delicate customer relationships and clearly document all interactions within the company database. This may include tracking multiple issues and regular status calls.Testing of Open Text product issues within various environments for validation and solution purposes.Collaborate with other departments and teams in troubleshooting issues.Report software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.Document and review processes, best practices, white papers, etc. for both internal and customer consumption.Provide feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environmentsDesign and deliver technical training on existing and new product as requiredProvide after-hours/on call support

What it takes:

 

6+ plus years of similar or relevant experience or demonstrated abilityProven success in a customer facing roleSeen as a technical and functional subject matter expert in key technologiesIdea driven to lead projects and interact with management involving cross-team collaborationChampion for Knowledge Base and continuous improvementRespected mentor and leader of your peers to review and provide team technical guidanceUniversity/College degree technology related or equivalent work experience

 

WHAT YOU NEED TO SUCCEED

 

Computer forensic methodology, investigations, processes, legal precedenceeDiscovery methodology, investigations, processes, holds, legal precedenceEndpoint Security methodology, hardening, whitelists/blacklists, IoC, SEIMs, etc.SQL ServerExperience with database product and technology desired.Programming skills or understanding is an asset.Adept with MacOS, Linux (RedHat, SUSE, etc.), Unix (Solaris, AIX, HP-UX), iOS, and/or AndroidExchange, O365, SharePoint, OneDrive, GoogleDrive, Box, etc.hardware/software write-blocking for acquisitions, including tools like LinEn/WinEn, and individual Tableau hardware devicesforensically sound processes and expectationsNetwork+/MCSE/Linux+ RHCE certification, and other applicable certificationsCISSP certification, KCS certification ,EnCE certification, EnCEP certification or CFSR certification

ONE LAST THING

 

 

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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.