Lead Support Specialist - Operations Bridge

Position: Lead Premium Support Specialist - Operations Bridge
Overview
Open Text is a global leader in information management, driving innovation, creativity, and collaboration across our corporate culture. As part of our team, you will partner with top companies worldwide, tackle complex issues, and contribute to digital transformation projects. AI is at the heart of everything we do, empowering knowledge workers and shaping the future of information management.

What

The Role Offers

Single point of contact for support incidents on a specific product center.

In-depth understanding of customer environments.

Trusted working relationships with customers.

Leverage technical expertise to resolve incidents efficiently.

Timely updates on incidents and coordination with Open Text experts.

Recommend best practices to minimize operational risks.

Provide supportability assessments and technical mentoring.

Improve support and guidance based on customer operational profiles.

Strategic partner for proactively improving customer software investment.

Strong written and verbal communication for managing escalations and complex situations.

Delivery of custom short-term offerings to address unique customer needs.

Responsibilities

Be the customer's single point of contact for support incidents.

Develop an in-depth understanding of your customer’s environment.

Implement and establish a strong trusted working relationship with customers.

Leverage deep technical expertise to resolve incidents more efficiently.

Provide timely updates on open incidents & coordinate with Open Text experts as needed.

Identify and recommend best practices to minimize operational risks.

Provide periodic supportability assessments & offer technical support mentoring.

Understand the operational profile of your customer's environment.

Act as a strategic partner in developing plans to proactively improve and maintain the customer’s software investment.

Manage escalations, critical situations, and difficult conversations.

Deliver short‑term custom offerings to address unique customer needs.

Qualifications

Bachelor’s degree preferred, or an associate degree in a technical field with a minimum of 3 years of experience in a customer support environment.

Advanced knowledge of Open Text AI Operations Management (Operations Bridge).
Basic understanding of Windows and Linux operating systems.

Basic understanding of networking concepts: TCP/IP, DNS, SNMP, HTTP/S, SSH, SFTP/FTP, load balancers.

Familiarity with databases:
Oracle, PostgreSQL, Microsoft SQL Server.

Fundamental understanding of monitoring and observability: CPU, memory, disk, latency metrics, log analysis, thresholds.

Basic security concepts: authentication, authorization, SSL/TLS certificates, firewall fundamentals.

Basic knowledge of containerization:
Docker and Kubernetes.

Basic understanding of Vertica.

Proven track record of in‑depth technical troubleshooting and root cause analysis.

Strong relationship‑building and team collaboration skills.

Excellent communication, coordination, and collaboration skills.

Ability to proactively guide customers on best practices, optimization, and tuning.

Willingness and ability to travel as required.

Willingness to work occasionally outside standard business hours, including weekends.

French or Spanish language skills are an asset.

Knowledge of other Open Text products is an asset.

Ability to work outside standard hours on occasion to meet specific customer needs.

Willingness to learn additional products as required to support business and customer needs.

Compensation and Benefits
Salary Range: $86,800 - $130,200. Actual salary may vary based on education, experience, skills, location, and internal equity.
At Open Text, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. Variable and commission compensation opportunities, vacation entitlement, and paid time off are available for eligible roles.

AI Usage Disclosure
Open Text uses artificial intelligence (AI) tools during recruitment to improve efficiency and candidate experience. All hiring decisions are made by qualified human professionals, and AI systems are continuously monitored to ensure fairness and compliance with applicable regulations.

Equal Employment Opportunity
Open Text is committed to diversity and inclusion, promoting a respectful and empowering environment for employees of all backgrounds. We do not discriminate based on protected characteristics under applicable laws.

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