Senior Technical Support Engineer

OPENTEXT

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.

What you’ll do

OpenText is seeking highly qualified candidates to join the Premium Support Team as a Dedicated 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 help OpenText Customers by providing named and dedicated support experts that understand the customers business — helps 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 (DSE) on our customers complex software environments and provide technical support to customers who are developing their solutions. You will be a product evangelist and prepare collateral as needed to present best practices for use of 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 solving problems to be rewarding.
• In addition, you will ensure customers get 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 (DSE) 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.

What You Need to Succeed

Skills & Experience:

Technical Expertise & Support Experience

• 6–8 years’ experience in a technical customer support or client-facing engineering role.
• Deep knowledge of ITOM tools, particularly Operations Bridge Management and ZENworks.
• Ability to manage daily operational tasks, software deployment, troubleshooting, and environment optimization.
• Strong diagnostic and problem-resolution skills in complex enterprise environments.
• Familiarity with OpenText’s product suite, industry trends, and third-party integrations.

Customer Engagement & Strategic Thinking

• Proven ability to build strong relationships and embed within a client’s technical environment.
• Experience acting as a trusted advisor, offering prescriptive guidance and long-term value.
• Ability to deliver supportability assessments, identify risks, and suggest mitigation plans.
• Adept at coordinating with internal teams for faster and more effective resolution of escalations.
• Competency in guiding customer roadmap alignment, upgrade planning, and feature adoption.

Soft Skills & Mindset

• Excellent verbal and written communication skills with the ability to translate technical concepts for all stakeholders.
• Strong collaboration, coordination, and conflict resolution skills across complex, matrixed organizations.
• High levels of initiative, independence, and ownership.
• Willingness to travel to the customer site 5 days a week as part of the role.

Education

• Bachelor’s degree preferred; associate degree in a technical field accepted with relevant experience.