Lead Support Specialist - Fortify; Enterprise Application Security

Open Text - The Information Company

Open Text 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.

At Open Text, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can’t replace to help us shape the future of information management.

We are looking to welcome a Premium Support Engineer to our team, with advanced technical skills in Open Text Application Security (Fortify) or the ability to learn and come up to speed quickly in Fortify. You will work on our customers’ complex software environments and provide technical support along with proactive services such as best practices, guidance, optimization, and pitfall awareness to customers developing their solutions.

You will ensure customers get the highest level of business value and are satisfied with the products, technical support and guidance they receive from Open Text, focusing on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers are successful with their Open Text product solutions.

This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure customer satisfaction.

• Be the customer's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment.
• Implement & establish a strong trusted working relationship with customers.
• Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently.
• Provide timely updates on open incidents & coordinate with other Open Text experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments & offer technical support mentoring to increase the customer's knowledge.
• Understand the operational profile of your customer's environment to improve the support and guidance that Open Text delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the customer's software investment.
• Strong written and verbal communication skills, to manage both customer and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
• Delivery short-term custom offerings to address customers’ unique needs and requests.

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a customer support environment.
• Advanced knowledge of Open Text Application Security (Fortify).
• Fortify is comprised of, where knowledge in any of these areas is relevant.
• Open Text Static Application Security Testing (Open Text SAST) – Formerly Fortify Static Code Analyzer (SCA).
• Open Text Dynamic Application Security Testing (Open Text DAST) – Formerly Fortify Web Inspect.
• Knowledge of Windows and Linux operating systems, including administration basics.
• Basic networking knowledge (TCP/IP, SNMP, FTP/TFTP, proxies, SSL/TLS).
• Understanding of system requirements (hardware, OS, architecture, software dependencies).
• Advanced troubleshooting: ability to analyze verbose/debug logs and…