Technical Support Specialist

YOUR IMPACT

OpenText is more than just a place of employment. It's an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes "People First" and supports you to further develop and grow your career.

WHAT THE ROLE OFFERS

The Cloud Support Specialist (internal job title) will provide technical support for OpenText's customers, non-paying Trading partners, Implementations agents, other CS reps, Operations, Internal IT & Security, and Engineering.

• Able to take requests/escalations from customers, TPs, other CS agents, Professional Services teams, Internal IT, Information Security, Operations, and Engineering people in order to monitor and schedule digital certificate renewals
• Track and ensure on-time renewal of certificates and keys issued by OpenText and/or customers across 50+ systems on 7+ major service platforms
• Verify Certificate was successfully uploaded and exchanged (tested in both directions) where allowed; communicate to internal initiator if not possible
• Cross functional Engagement of other Support, Implementations, Operations, or Engineering teams to provide timely resolutions for customer or internal cert related issues
• Adhere to process and direction of project management for certificate renewal projects, including timely updates, appropriate documentation at 2-3 levels
• Maintenance of the Certificate Management Information with appropriate safeguards of certificate security along with a clear understanding of impact should safeguards not be utilized
• Enforcement of system unique certificate management processes as developed
• Monitor and handling of OMU alerts and processing, especially after every certificate exchange, with an understanding of how certificate actions impact other processes across the system
• Analyzes OM and email alerts for common solutions and potential automation
• Mentor and train Associate Digital Certificates Specialists
• SME on one or more systems, interfacing across functions to provide processes for other internal functions, including custom solutions for current client groups, serving as point escalation for that product
• Document all new processes and assist with training on new processes
• Handle all escalations coming from Associate Digital Certificate Specialists
• (Compliance) – understands Compliance issues and drives to proactively get customers to the most secure solution
• (Dedicated) – understands the dedicated client, delivery team, entire solution and tracks all certificate & Compliance issues for that client. Is available to be reached by that client and coordinates their projects, serving as the customer POC

WHAT YOU NEED TO SUCCEED

• College/University graduate of a 4 year technical degree (eg. computer science) preferred; for graduates of non IT related courses, a 4 year degree and a strong technical aptitude is required.
• Minimum of 2 years related experience
• Must be able to work the night shift, shift rotation, Philippine holidays and overtime (when necessary), and can follow a hybrid work set up in Makati
• Must be knowledgeable on basic IT Security and Network
• Knowledge on Certificate Authority standards is required
• Must demonstrate very good problem solving, analytical and organizational skills
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• Understanding of EDI processes; EDI knowledge required
• Understanding of PKI (Public Key Infrastructure Process)
• 2–4 years of experience in PKI or IT security operations
• Proficient in handling certificate requests, renewals, revocations
• Familiarity with HSMs (Hardware Security Modules), CRLs, OCSP
• Experience using PKI tools/platforms (e.g., Microsoft CA, OpenSSL, DigiCert, Entrust)
• Understanding of compliance frameworks (ISO 27001, NIST, etc.)
• Must be able to exhibit OpenText core values and beliefs
• Good customer orientation and can work under pressure
• Must be able to work with internal technical resources independently, even with no SLA metrics.
• Has high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
• Knowledgeable on certificate authority standards is required
• Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision

ONE LAST THING:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.