Lead Support Specialist- Fax; RightFax

Position: Lead Premium Support Specialist- OpenText Fax (RightFax)
Opentext - 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.

AI-First. Future-Driven. Human-Centered.  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. Join us.

Your Impact
We are looking to welcome a Premium Support Engineer to our team, with advanced technical skills in Open Text Fax, or the ability to learn and come up to speed quickly in Fax. You will work on our customers’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to customers who are 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 with a focus 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.

What

The Role Offers

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.

What Do You Need To Succeed

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 Fax applications

Familiarity with Right Fax

Advanced knowledge of Microsoft Windows environments

Experience with Exchange, Lotus Notes, and SMTP/POP3 services

Hands‑on experience installing, configuring, and troubleshooting IIS (Internet Information Services)

Understanding of telephony infrastructure and internet telephony (FoIP)

Experience with IP networking

Experience working with SQL databases

Experience with Web APIs

Understanding of load balancing and monitoring concepts

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

Strong relationship‑building and team collaboration skills, with the ability to negotiate and resolve conflicts

Excellent communication, coordination, and collaboration skills, with the ability to navigate complex, matrixed organizations

Ability to proactively guide customers on best practices, configuration optimization, performance tuning, and integrations

Willingness and ability to travel as required

Willingness and ability to work occasionally outside standard business hours, including…