Principal Technical Analyst

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.

The Principal Technical Analyst will be responsible for following Standard Operating Procedures to provide end to end highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective, collaborating with others as needed.

What you are great at:

•Representing 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
•Managing 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.
•Collaborating with other departments and teams in troubleshooting issues.
•Reporting software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.
•Serving as point of escalation and mentor for PPS and SPS
•Document and review processes, best practices, white papers, etc. for both internal and customer consumption.
•Providing feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environments
•Providing after hours/on call support

What it takes:

•8+ plus years of similar or relevant experience or demonstrated ability
•Strong functional expertise with OpenText products
•Proven success in a Customer Service role
•Seen as an advisor/expert in a technical/functional capacity
•Familiarity with one or more operating system
•Experience with database product and technology desired.
•Programming skills or understanding is an asset.
Computer Networking
•Proficiency with Web Administration, Active Directory/LDAP, DB Management (Backup/Restore), Oracle\MSSQL experience, Application Server experience, deploying apps\supporting them
•Knowledge in Cryptography, PKI and Certificates, Infrastructure using High Availability, Web Identity Management (OpenID, OAuth and SAML), Net Monitoring Tools, SMTP Server, Wireshark\Fiddler experience, *NIX platforms experience, coding/scripting