Technical Analyst

The Opportunity:

Want to work with 85% of the world’s top brands and more than 100,000 customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere. 

For more than two decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

This position requires strong technical & problem solving skills. Our Technical Analyst position offers you an opportunity to learn all sorts of exciting technology and to learn how to deal with customers. Critical thinking is something that you’ll use daily as often each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environments makes sure that if you get stuck or need some help, you’ll always feel supported.

You are great at: 

•Represent OpenText with excellent composure, patience and empathy in highly critical situations
•Isolate, reproduce and analyze complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severity
•Manage delicate customer relationships and clearly document all interactions within the company database. This may include tracking multiple issues and regular status calls.
•Testing of Open Text product issues within various environments for validation and solution purposes.
•Collaborate with other departments and teams in troubleshooting issues.
•Report software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.
•Serve as point of escalation and mentor for others
•Document and review processes, best practices, white papers, etc. for both internal and customer consumption.
•Provide feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environments
•Design and deliver technical training on existing and new product as required
•Review queues and provide feedback to specialists and management

What it takes: 

•2+ plus years of similar or relevant experience or demonstrated ability
•Strong functional expertise with Enterprise products
•Proven success in a Customer Service role
•Seen as an advisor/expert in a technical/functional capacity
•University/College degree technology related or equivalent work experience

Technical Proficiency: 
•Specialization in one or more technical areas - typically within Product teams being managed
•Familiarity with one or more operating system
•Experience with database product and technology desired.
•Programming skills or understanding is an asset.
•Strong troubleshooting and problem-solving skills
•Eager to learn new technologies
•Must Have: 3 or more of the following

Intermediate to Advanced Knowledge in:
•Computer Networking
•Web Administration
•Active Directory/LDAP
•DB Management (Backup/Restore)
•Oracle\MS-SQL experience
•Application Server experience, deploying apps\supporting them
•Server technologies: Understanding the bigger picture of network deployments, support in a large environment
•Windows & *NIX troubleshooting

Knowledge in:
•Infrastructure using High Availability
•Knowledge in Net Monitoring Tools
•SMTP Server
•Wireshark\Fiddler experience
•Performance troubleshooting
•SSL Certificates - high level understanding
•POP3 - Email communication