Lead Premium 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

Come and join us! 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.

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 customer 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 customer’s success and ensure they are getting the most out of their software investment.

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

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.
  
  

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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