AddressOPENTEXT
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.
The Opportunity:
The Senior Engineer, Business Support role is to provide Technical Support to OpenText customers around the world, to identify problems in their use of OpenText Application Modernization and Connectivity (AMC) software, and to find resolutions using appropriate diagnostic techniques. You will work closely within a 2nd Line support team, to identify customer issues, and to work with development teams by recreating and demonstrating issues. You will work closely with customers to liaise on problem status, with Developers to receive and test software patches, and to ensure customer success by patch delivery and after-care.
Successful candidates will have prior experience of software development, and who enjoy working through and resolving complex software bugs on a variety of environments; or experienced customer support engineers who would like to work for a premier global software company.
You are great at:
- Provide Technical Support on our products Enterprise Server/Enterprise Developer/Visual COBOL/Host Connectivity family of products
- Organize and attend customer meetings to troubleshoot production issues
- Lead customer escalation meetings
- Reproduce customer issues and raise defects to R&D
- Contribute to Knowledge repository through creating articles on our products
- Provide weekend on-call support if required on a need to basis
- Able to work under pressure especially when customer's system is facing outage
- Work within defined Case Management Framework
What it takes:
- Requires knowledge and experience in programming languages like COBOL, PL/I, Java
- Requires knowledge and experience in database systems like DB2, SQL Server, MySQL, Oracle
- Requires knowledge and experience in Operating systems like Windows and Unix
- Requires knowledge and experience in mainframe technologies like CICS, JCL/JES, IMS
- Requires knowledge and experience in Security domain to secure system and network communication
- Requires knowledge and experience in Message Queue, Web Services and LDAP
- Requires knowledge in troubleshooting network connectivity issue
- Good written and spoken communication skills and strong customer service skills
- Strong analytical and problem-solving skills to determine root cause of issues, and take appropriate actions
- 5 or more years of experience in support or development work using the languages and technologies mentioned above
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 contact us at hr@opentext.com.
OPENTEXT - THE INFORMATION COMPANY
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose.
CREATE THE FUTURE
We create economic growth that is inclusive and sustainable.
BE DESERVING OF TRUST
The world's most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology.
WE, NOT I
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems.
RAISE THE BAR
We set high standards and exceptions, to learn, to be better.
OWN THE OUTCOME
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet.
"We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets." - Mark Barrenechea, CEO & CTO
