Lead Technical Support Specialist

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.

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.

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. Join us.

As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with clients and Open Text employees to resolve critical client issues. You will be joining a team that provides world class technical client support to a variety of enterprise clients while working across business units to ensure that client satisfaction is met in every form.

Their focus will be supporting the VIM (Vendor Invoice Management) product within complex client environments.

The successful candidate will be working in a highly functioning team consisting of Senior, Lead and Principal Technical Specialists that work effectively together to reach a common goal.

• Work within a high-performing team of Senior, Lead, and Principal Technical Specialists who collaborate effectively to achieve common goals.
• Identify and resolve client issues in a timely manner, meeting published response time (SLA) requirements through phone support and written correspondence.
• Manage client relationships and accurately document all client interactions within the company database.
• Provide recommendations for alternative support options when client issues are not related to Open Text products.
• Test and validate Open Text product issues across various environments to identify and confirm solutions.
• Author technical documentation and knowledge articles for inclusion in the Knowledge Center Knowledge Base.
• Collaborate with cross-functional teams and other departments to troubleshoot and resolve complex technical issues.
• Report software defects (bugs) and communicate client feedback and product enhancement suggestions.

• 5–10 years of hands-on experience in SAP technical support, development, or implementation environments.
• 5+ years of strong technical hands-on experience with SAP R/3 and SAP S/4
  
  HANA landscapes.
• Extensive experience in ABAP development, including Reports, Dialog Programming, Enhancements, User Exits, BAdIs, BAPIs, RFCs, Smart Forms, Adobe Forms, ALV Reports, and Object-Oriented ABAP.
• Strong functional knowledge of SAP FI and MM modules, including business processes, configuration support, and integration with other SAP modules.
• Experience supporting and troubleshooting SAP Workflow, IDocs, ALE, and Web Services.
• Hands‑on experience with SAP Fiori, SAP Gateway/OData Services, and Fiori application troubleshooting and enhancements.
• Experience with SAP Business Technology Platform (SAP BTP), including extension development, Integration Suite, and cloud‑based SAP services.
• Experience with SAP authorization concepts, transport management, and change management processes.
• Knowledge of SAP performance analysis, debugging, SQL optimization, and root‑cause analysis.
• Experience working with Oracle, SAP HANA, or other relational…