Sr. Support Engineer - Identity & Access Management; IAM

Senior Premium Support Engineer – Reading, G

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.

You will act as a Senior Technical Support Engineer who will assist assigned customers by providing a single point of contact into the Open Text Technical Support organization. You will add value for your assigned Premium Support customers by gaining first‑hand knowledge of their NetIQ IAM environment(s), configuration and support requirements. This familiarity will accelerate response times and resolution times for support incidents.

• Be the single point of contact for NetIQ IAM technical support cases logged by your assigned Premium Support customers.
• Develop an in‑depth understanding of your customers’ NetIQ IAM environment and configuration to resolve their support cases more efficiently.
• Develop a strong working relationship with the customer's technical team.
• Provide proactive technical support advice to assigned customers to improve the performance and reliability of their NetIQ IAM solutions and minimise operational support issues.
• Coordinate with other Open Text technical experts and IAM Product Engineering as required to expedite timely resolution of support cases.

• 3+ years of previous experience in a technical support environment (and a Bachelor's degree, or higher, in a technical field is considered a plus).
• Calm and analytical individual with excellent troubleshooting skills.
• Professional with excellent communication skills, authoritative voice during critical situations.
• Helpful, flexible and willing to go the extra mile to ensure customer satisfaction.
• Advanced knowledge of NetIQ IAM products:
  Identity Manager, Access Manager, Identity Governance, eDirectory, SSPR, Advanced Authentication, Privileged Access Manager.
• Familiarity with the following would be advantageous:
  • Windows and Linux administration
  • Advanced networking knowledge: TCP/IP, Firewalls, Proxy servers
  • Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
  • Basic understanding of web technologies (HTTP/SSL/web servers)
  • Cloud experience: AWS and Azure specifically
  • Containers experience:
    Docker/Kubernetes or any of the open-source alternatives
  • Python, Java and Shell scripting.

Open Text'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  Our proactive approach fosters collaboration, innovation, and personal growth, enriching Open Text's vibrant workplace.