Cybersecurity Cloud Technical Support Specialist

Hiring Manager: Mary Ann Malig

Talent Acquisition Advisor: Donn Plaza

Job Code Level: TEP2

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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

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 IMPACTAs a Technical Support Specialist, you will resolve customer issues and contribute to the overall growth of the business and your peers. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

• Troubleshoot technical and non-technical issues with the tools and skills after product training
• Provide guidance to fellow Technical Support Specialists
• Participate in the content creation lifecycle for support documentation
• Achieve high levels of customer satisfaction when responding to customer requests and resolving technical issues via phone or email

WHAT THE ROLE OFFERS

• Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment etc.
• Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain SLOs.
• Excellent customer service skills, adding to the customer experience.
• Assist in the content creation/editing process for our Knowledge Base

General office environment. Role may require working in 24/7 shifts on a rotational basis.24/7 Shift Coverage model participation in an on-seat shift and On-Call rotations.

WHAT YOU NEED TO SUCCEED

• 2-4 years' experience in a technical support and customer centric environment
• Troubleshooting and Log Analysis Skills
• Ability to read and interpret logs
• Basic Scripting Knowledge & Syntax Interpretation
• Technical proficiency in: Cloud/SaaS applications, Windows, desktop applications, networking, security, and web applications
• General network knowledge – ports, firewalls, Ip's
• Experience working with cloud-based products, AWS, Google, Azure cloud platforms
• Industry certifications such as:
  CompTIA A+
  Network+
  Security+ (May be relevant for compliance in the U.S. : DoD 8570/8140)

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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.