Sr. Technical Support Specialist - Documentum

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.

OpenText is seeking a Senior Technical Support Specialist who is responsible, technical proficient, and trustworthy individuals to join our Technical Support team. As part of the Technical Support Team, you will perform a variety of professional duties around providing technical support to internal teams, partners, and external customer contacts within the APAC region.   You must be a self-motivated individual with exceptional verbal and written communication skills, strong organizational abilities, and the capacity to multitask effectively while meeting tight deadlines. A solid background in enterprise software, advanced problem-solving skills, and a customer-centric mindset are essential. You may require managing escalated issues and working collaboratively with product engineering and other technical teams to ensure timely resolution. This role may involve mentoring team members, contributing to the enhancement of support processes and tools, and driving continuous improvement to elevate the customer experience. You may coordinate with senior-level resources to achieve resolution for particularly challenging issues.

The core tasks and responsibilities for this role include: •Provide technical support to OpenText customers, partners, and internal teams (e.g., consultants) through the OT My Support Portal, phone, and email channels. •Apply strong technical expertise and problem-solving skills, leveraging diagnostic tools to investigate and resolve complex issues. Proactively identify, document, and communicate product concerns related to design, reliability, or maintenance. •Take ownership of individual and team goals, ensuring alignment with and fulfillment of departmental objectives and commitments. Proactively drive issue resolution of open issues and leverage escalation processes when necessary. Consistently demonstrate accountability, integrity, and discretion, particularly when managing sensitive or confidential information. •Willingly take on additional responsibilities, including non-routine or cross-functional tasks. Exhibit a high level of commitment to following through on tasks even when they extend beyond defined role boundaries. •Communicate procedural and routine technical matters effectively with both internal and external stakeholders within a fast-paced, customer-focused environment. Adhere to a “closed-loop” communication approach to keep all relevant parties informed throughout the resolution process. Share knowledge gained from issue resolution with support teams and, when appropriate, with customers. Provide documentation and direct feedback to Account Managers, Sales, and other OpenText Technical Support colleagues as needed. •Escalate customer issues to OpenText escalation or product engineering teams when necessary and coordinate the timely delivery of patches or fixes