Customer Support Engineer at OpenText in Alpharetta, Georgia

Job Description:

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.



The opportunity:
The OpenText Cloud Production Support Team is currently searching for a Customer Operations Engineer 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.
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. You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and customer satisfaction is achieved.

You are great at:
- 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.
What it takes:
- A minimum of 4 years previous experience working within a technical support or consulting environment working with enterprise-level multi-tiered applications and supporting technologies.
- 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
Academic
University/College degree within a related discipline or equivalent work experience
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.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to:Family and Medical Leave Act (FLMA),Equal Employment OpportunityandEmployee Polygraph Protection Act.