Principal Technical Analyst
- Waterloo, Ontario
- Job Function
- Customer Service and Technical Support
- Job Type
- Full time
- Salary Estimate
- 80,000 - 99,000
- Company Size
- Enterprise (500+)
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 OpenText ECM Technical Analyst team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The Principal Technical Analyst will be supporting the ECM (Enterprise Content Management) suite of products and 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.
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 PPS and SPS
•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
•Provide 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
•Specialization in one or more technical areas - typically within Product teams being managed
•Familiarity with one or more operating system
•Intermediate to Advanced Knowledge in: Computer Networking, Web Administration, Active Directory/LDAP, DB Management (Backup/Restore)
•Application Server experience, deploying apps\supporting them
•Cryptography, PKI and Certificates
•Infrastructure using High Availability
•Web Identity Management (OpenID, OAuth and SAML)
•Knowledge in Net Monitoring Tools
•*NIX platforms experience
•Reverse Proxy\LB experience - doesn't have to be experts but someone that understands the basics at a high level
•SSL Certificates - high level understanding
•POP3 - Email communication
•Software Development Background (coding or scripting)