Sr Premium Support Engineer - Network Operations Management (51473)

Career Opportunities: Sr Premium Support Engineer - Network Operations Management (51473) Requisition ID 51473 - Posted - GTM - CROSS PG - RENEWALS OPENTEXT - THE INFORMATION 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. Join us. Your Impact We're looking to welcome a Premium Support Engineer with advanced technical support skills in Network Automation to our growing team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact into the OpenText Technical Support organization. You will add value for your assigned customers by gaining first-hand knowledge of their Network Automation environment, configuration and support requirements. This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction. More information about the product can be found here: What the role offers Senior Support Expert who acts as a single point of contact for all technical support cases on Network Automation from assigned Premium Support customers, Develop an in-depth understanding of your customers’ Network Automation environment to resolve their support cases more efficiently, Develop a strong working relationship and act as an extension of the customer's technical team, Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues, Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases. What you need to succeed Extensive previous experience in a technical support environment (and a Bachelor's degree, or higher, in a technical field is considered an advantage) Calm analytical approach to problem solving and excellent troubleshooting skills. Professional manner with excellent communication skills in English and an authoritative voice during critical situations (other languages such as French, Turkish, Italian, etc., are considered an advantage). Strong relationship and team building skills, with the ability to negotiate and resolve conflict. Helpful, flexible and willing to go the extra mile to ensure customer satisfaction. Mandatory technical skills: Proficiency in Windows and Linux Advanced networking knowledge: TCP/IP, Firewalls, Routers, Switches, Load Balancers Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server) Basic understanding of web technologies (HTTP/SSL/web servers) Technical skills that constitute an advantage: Cloud experience: AWS, Azure, GCP Windows and Linux Administration Containers experience: Docker/Kubernetes or any of the open-source alternatives Scripting skills (Perl, Python, Bash, PowerShell etc.) Experience with AI and LLM #LI-Onsite 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. Email this job to a friend  The job has been sent to The job has been sent to OPENTEXT - THE INFORMATION 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. Join us. Your Impact We're looking to welcome a Premium Support Engineer with advanced technical support skills in Network Automation to our growing team in EMEA. You will assist assigned Premium Support customers by providing a single point of contact into the OpenText Technical Support organization. You will add value for your assigned customers by gaining first-hand knowledge of their Network Automation environment, configuration and support requirements. This familiarity will accelerate response times and resolution times for support incidents. The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure customers are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction. More information about the product can be found here: What the role offers Senior Support Expert who acts as a single point of contact for all technical support cases on Network Automation from assigned Premium Support customers, Develop an in-depth understanding of your customers’ Network Automation environment to resolve their support cases more efficiently, Develop a strong working relationship and act as an extension of the customer's technical team, Provide reactive and proactive support and guidance to improve the performance and reliability of their OpenText solutions and minimize operational issues, Coordinate with other OpenText support experts and Product Engineering to expedite timely resolution of support cases. What you need to succeed Extensive previous experience in a technical support environment (and a Bachelor's degree, or higher, in a technical field is considered an advantage) Calm analytical approach to problem solving and excellent troubleshooting skills. Professional manner with excellent communication skills in English and an authoritative voice during critical situations (other languages such as French, Turkish, Italian, etc., are considered an advantage). Strong relationship and team building skills, with the ability to negotiate and resolve conflict. Helpful, flexible and willing to go the extra mile to ensure customer satisfaction. Mandatory technical skills: Proficiency in Windows and Linux Advanced networking knowledge: TCP/IP, Firewalls, Routers, Switches, Load Balancers Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server) Basic understanding of web technologies (HTTP/SSL/web servers) Technical skills that constitute an advantage: Cloud experience: AWS, Azure, GCP Windows and Linux Administration Containers experience: Docker/Kubernetes or any of the open-source alternatives Scripting skills (Perl, Python, Bash, PowerShell etc.) Experience with AI and LLM #LI-Onsite 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.