Sr. Technical Support Specialist

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 that AI can't replace to help us shape the future of information management. Join us.

Open Text is seeking Senior Technical Support Specialists (TSS) in Documentum. TSSs’ are responsible to independently diagnose and resolve complex enterprise Client needs involving unique systems, environments and related operational issues. Support requests/cases from Enterprise Client/Partners/OT Professional Service will be received via OT My Support portal. TSSs work closely with cross functional teams (such as Engineering, Professional Services, Account Renewals & Product Management) to resolve any/all Client needs. Acts as a remote Client advocate and analyst, understanding Client issues/queries and providing relevant information/resolution aimed at meeting and exceeding Client expectations. Innovates/Identifies areas of improvement in the process/tools-used/product, proactively taking it up with respective stake holders, to go up the value chain. Constantly and continuously enhances knowledge on OT products, developing self and upskilling team members across the globe. Where relevant, as Subject Matter Expert (SME), participate in documentation and product review too, prior to product release/general availability (GA)

• Interfaces directly with Clients at all stages of problem resolution process (including understanding issues that Clients are facing, communicating action plans, explaining ongoing developments, and conveying resolution)

• Validates technical information, sets fair expectations and disseminates information as needed

• Schedule, participate and where