Lead Premium Support Engineer

About the Company

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.

AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management.

Role Overview

OpenText is seeking highly qualified candidates to join the Premium Support Team as a Named Support Engineer, Dedicated Support Engineer, or Solutions Support Engineer. We are looking for motivated, passionate, and talented engineers to join our Premium Support team. We're a strong, vibrant cross-site team that helps OpenText Customers by providing named and dedicated support experts who understand the customer's business — helping them optimize even the most complex hybrid software environments and resolve issues quickly if they arise.

In this role, you will act as a Premium Support Engineer (NSE, DSE, SSE) on our customers' complex software environments and provide technical support to customers who are developing their solutions. You will serve as a product evangelist and prepare collateral as needed to present best practices for using the OpenText line of software products to ensure customer success. The ideal candidate would enjoy being an expert on a broad range of topics, be creative, and find problem-solving rewarding.

In addition, you will ensure that customers receive the highest level of business value and are satisfied with the products and services they receive from OpenText, with a focus on promoting retention, loyalty, and account growth.

The overall objective of the Premium Support Engineer (NSE, DSE, SSE) is to deliver experiences that customers want to have again – to earn the right to customer-driven growth. This is achieved by building trust, focusing on value, and enabling alignment across the OpenText organization.

Who You Are

Software environments can be complex. In today's fast-paced IT climate, having someone our customers can trust and who understands their software configuration can make all the difference. OpenText Premium Support gives our customers named and dedicated support personnel who really know their IT environment. A flexible blend of problem resolution, technical guidance and strategic support personnel that champion our customers' success and ensure they are getting the most out of their software investment.

Not only do you possess exceptional communication skills but can also embed yourself with customers as an extension to their business. You operate with a high level of collaboration and discipline, understand the current technology landscape, and are quickly able to gain a depth of understanding of your customer's business.

Responsibilities

• 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 and implementation.
• Develop a strong 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 OpenText experts as needed to expedite timely resolution.
• Apply best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments.
• Offer technical support mentoring to increase the customers' knowledge.
• Understand the operational profile of your customers' environment to improve the support that OpenText delivers.
• Share prescriptive product roadmaps to assist your customers in upgrade and migration planning.
• Provide guidance on leveraging the full features and functionality of the customers' OpenText solution.
• Act as a strategic partner in developing plans to proactively improve and maintain the customers' software investment.
• Willingness and ability to travel if required (<10%).
• Willingness and ability to work occasionally outside of business hours, including weekends.
• Willingness to participate in a 24x7 on-call roster.

Qualifications

• Bachelor's degree preferred or associate degree holder (technical field) with 5+ years working experience in a customer support environment.
• A proven track record in understanding in-depth technical troubleshooting.
• Be a permanent resident of Malaysia.
• Fluent in speaking/reading/writing Malay.
• Be eligible to obtain a Malaysian security clearance.

Experience

In-depth knowledge and 5+ years' experience in one or more of the following products:

• OpenText Service Manager
• OpenText Service Management (SMAX)
• Windows Server
• Red Hat (or other Linux system)
• At least one RDBMS system

Exposure to the following products would be highly regarded but not essential:

• Load balancers
• Networks
• AI tools
• IDOL
• Security Certificates

Additional Skills and Competencies

• Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
• Great communication, co-ordination and collaboration skills, and ability to navigate complex, matrixed organizations.

Location

Virtual Malaysia

Diversity and Inclusion

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.