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For Companies At a Glance
- Tasks: Provide top-notch technical support for Premium Support customers using Content Manager.
- Company: OpenText is a global leader in information management, fostering innovation and collaboration.
- Benefits: Enjoy a flexible work environment with opportunities for personal growth and development.
- Why this job: Join a dynamic team, tackle complex challenges, and make a real impact in digital transformation.
- Qualifications: A BA degree and experience in customer support are preferred; strong problem-solving skills are essential.
- Other info: OpenText values diversity and inclusivity, creating a supportive community for all employees.
The predicted salary is between 36000 - 60000 £ per year.
OpenText 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.
Your Impact:
We are looking to welcome a Premium Support Engineer with advanced technical support skills in Content Manager to our growing team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact in the OpenText Technical Support organization. You will add value for your assigned customers by gaining first-hand knowledge of their CM environment, configuration, and support requirements. This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalized technical support to ensure customers' success and maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.
What the role offers:
- Senior Support Expert who acts as a single point of contact for all technical support cases on CM from assigned Premium Support customers.
- Develop an in-depth understanding of your customers’ CM environment to resolve their support cases more efficiently.
- Develop a strong working relationship and act as an extension of the customer's technical team.
- Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues.
- Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases.
What you need to succeed:
- Calm analytical approach to problem-solving and excellent troubleshooting skills.
- Professional manner with excellent communication skills, an authoritative voice during critical situations.
- Strong relationship and team building skills, with the ability to negotiate and resolve conflict.
- Helpful, flexible, and willing to go the extra mile to ensure customer satisfaction.
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, Azure, GCP
- Container experience: Docker/Kubernetes or any of the open-source alternatives
- Python, Java, and Shell scripting.
BA bachelor’s degree is preferred, along with previous working experience in a customer support environment.
One last thing: OpenText is more than just a corporation, it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. OpenText'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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Premium Support Engineer - Content Manager employer: OpenText
Contact Detail:
OpenText Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Premium Support Engineer - Content Manager
✨Tip Number 1
Familiarise yourself with OpenText's products and services, especially Content Manager. Understanding their features and common issues can help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Network with current or former OpenText employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Brush up on your technical skills related to Windows and Linux administration, as well as networking concepts. Being able to speak confidently about these topics will set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully resolved customer issues in the past. Highlighting your problem-solving skills and ability to build relationships will resonate well with the hiring team.
We think you need these skills to ace Premium Support Engineer - Content Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Premium Support Engineer position. Tailor your application to highlight relevant experience and skills that align with the job description.
Highlight Technical Skills: Emphasise your technical support skills, especially in Content Manager and any familiarity with Windows, Linux, networking, databases, and cloud technologies. Use specific examples from your past experiences to demonstrate your expertise.
Showcase Communication Abilities: Since excellent communication skills are crucial for this role, provide examples of how you've effectively communicated in previous positions, particularly in high-pressure situations. This could include resolving conflicts or building relationships with clients.
Personalise Your Application: Make your application stand out by personalising it. Address why you want to work at OpenText specifically and how you can contribute to their mission of providing exceptional customer support. A tailored cover letter can be very effective here.
How to prepare for a job interview at OpenText
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Premium Support Engineer. Familiarise yourself with OpenText's Content Manager and how it integrates into customer environments. This knowledge will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise, especially in areas like Windows and Linux administration, networking, and databases. Highlight any relevant experience you have with cloud services or container technologies, as these are advantageous for the position.
✨Demonstrate Problem-Solving Abilities
During the interview, be ready to provide examples of how you've approached complex problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your calm analytical approach and troubleshooting skills.
✨Emphasise Customer Relationship Skills
Since this role involves building strong relationships with customers, share experiences where you've successfully managed client expectations or resolved conflicts. Highlight your communication skills and willingness to go the extra mile for customer satisfaction.
