[Hiring] Lead Premium Support Specialist @Micro Focus Australia Pty Ltd

Role Description

Come and join us! OpenText is seeking highly qualified candidates to join the Premium Support Team as a Named Support Engineer, Dedicated Support Engineer, 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 that understand the customers' business.

• Act as a Premium Support Engineer (NSE, DSE, SSE) on customers’ complex software environments.
• Provide technical support to customers who are developing their solutions.
• Prepare collateral as needed to present best practices for use of the OpenText line of software products.
• Ensure customers get the highest level of business value and are satisfied with the products and services.
• Focus on promoting retention, loyalty, and account growth.
• Deliver experiences that customers want to have again to earn the right to customer-driven growth.
• Build trust, focus on value, and enable alignment across the OpenText organization.

Qualifications

• Bachelor’s degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment.
• A proven track record in the understanding of in-depth technical troubleshooting.
• In-depth knowledge and 10+ years’ experience in one or more of the following products:
  • OpenText Service Manager
  • OpenText 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:
  • Entra
  • AWS
  • Hyper-V or VM Ware
  • Networking tools
• Strong troubleshooting, teambuilding and leadership skills.
• Great communication, coordination and collaboration skills.
• Current, or ability to obtain an Australian security clearance.

Requirements

• Be the customers’ single point of contact for support incidents opened for a specific product centre.
• 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 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 customers’ environment to improve the support that OpenText delivers.
• Share prescriptive product roadmaps to assist customers in upgrade and migration planning.
• Provide guidance on leveraging the full features and functionality of customers’ OpenText solution.
• Act as a strategic partner in developing plans to proactively improve and maintain 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.

Benefits

• 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.
• Proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.