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About the Role

OpenText is seeking a Senior Technical Support Specialist to provide technical support to internal teams, partners, and external customers in the APAC region. This role requires strong technical proficiency, problem-solving skills, and a customer-centric mindset, with opportunities to manage escalated issues and contribute to process improvements.

Responsibilities

Provide technical support to OpenText customers, partners, and internal teams through the OT My Support Portal, phone, and email channels.
Apply strong technical expertise and problem-solving skills, leveraging diagnostic tools to investigate and resolve complex issues.
Proactively identify, document, and communicate product concerns related to design, reliability, or maintenance.
Take ownership of individual and team goals, ensuring alignment with departmental objectives.
Proactively drive issue resolution of open issues and leverage escalation processes when necessary.
Consistently demonstrate accountability, integrity, and discretion, particularly when managing sensitive or confidential information.
Willingly take on additional responsibilities, including non-routine or cross-functional tasks.
Exhibit a high level of commitment to following through on tasks even when they extend beyond defined role boundaries.
Communicate procedural and routine technical matters effectively with both internal and external stakeholders.
Adhere to a “closed-loop” communication approach to keep all relevant parties informed throughout the resolution process.
Share knowledge gained from issue resolution with support teams and, when appropriate, with customers.
Provide documentation and direct feedback to Account Managers, Sales, and other OpenText Technical Support colleagues as needed.
Escalate customer issues to OpenText escalation or product engineering teams when necessary and coordinate the timely delivery of patches or fixes to the customer.
Collaborate closely with the product development teams to ensure products are supportable, maintainable, and meet high-quality standards.
Contribute to the development and maintenance of OpenText’s online support resources, including knowledge base articles, tutorials, technical documentation, whitepapers, etc.
Support the continuous growth and improvement of the Technical Support team by mentoring new team members and contributing to reviews of technologies, support processes, and best practices.
Conduct advanced product testing to ensure product compatibility, while maintaining active communication with product development teams and other technical stakeholders.
Analyze and interpret interoperability and support matrices.
Develop and deliver targeted training sessions and recommend serviceability enhancements for internal support teams.
Represent OpenText at customer or industry events, acting as a trusted technical advisor.
Participate in cross-functional meetings involving program management, engineering project management, and supportability planning.
Provide 24x7x365 coverage for OpenText customers, including participation in weekly rotational on-call duties, shift work, and holiday coverage.
Take ownership of assigned support initiatives and projects, and perform additional duties as directed by management.

Requirements

Bachelor's degree in IT or engineering, or equivalent experience.
Recognized as a technical and functional expert with deep expertise in enterprise products, serving as a trusted advisor within the organization.
Experience in using Ticketing management tools like ServiceNow.
Excellent verbal and written communication skills.
Proven success in a customer facing service or support role.
Must be an Australian Citizen or Permanent Resident to apply.
May be required to change work patterns as business dictates.
Travel may be required.

Skills

Enterprise software
Advanced problem-solving
Customer-centric mindset
Ticketing management tools (e.g., ServiceNow)
Enterprise CMS platforms (e.g., Documentum Content Management, OpenText Content Suite)
SQL
Java development
.NET development
C++ development
Troubleshooting APIs
Troubleshooting code
Troubleshooting scripts
Infrastructure technologies
Cloud technologies
Storage management
Networking
Load balancer management
Proxy management
Firewall management
Kubernetes
Profile security management
Backup and restore mechanisms
N-tier software architecture troubleshooting
Windows OS installation, configuration, and maintenance
Linux OS installation, configuration, and maintenance
SQL Server
Oracle databases
Tomcat configuration and management
SSL configuration and management

Location

APAC region

Work Type

Full-time
24x7x365 coverage
On-call duties
Shift work
Holiday coverage

Experience Level

Senior
5+ Years

Education Level

Bachelor's degree in IT or engineering, or equivalent experience

About the Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture.
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.

Equal Opportunity

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.