Lead Premium Support Developer

🔥 2 hours ago

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OpenText

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1991

🏢 Enterprise

☁️ SaaS

🤝 B2B

💰 $1G Post IPO debt on 2022-12

Enterprise • SaaS • B2B

OpenText is a Canadian enterprise software company that provides enterprise information management solutions and cloud-based services. It offers products for enterprise content management, document and records management, information governance, collaboration, and related IT/cloud operations, serving business customers with both on-premises and SaaS delivery models. The company's public materials emphasize enterprise-focused careers, cloud and IT operations, client success, and professional services.

📋 Description

• Be the clients’ single point of contact for support incidents opened for a specific product centre. • Develop an in-depth understanding of your client’s environment and implementation. • Develop a strong working relationship with clients. • Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently. • Provide timely updates on open incidents. • Coordinate with other Micro Focus experts as needed to expedite timely resolution. • Apply best practices to help our clients minimize operational risks and avoid common pitfalls. • Provide periodic supportability assessments. • Offer technical support mentoring to increase the clients’ knowledge. • Understand the operational profile of your clients’ environment to improve the support that Micro Focus delivers. • Share prescriptive product roadmaps to assist your clients in upgrade and migration planning. • Provide guidance on leveraging the full features and functionality of the clients’ Micro Focus solution. • Act as a strategic partner in developing plans to proactively improve and maintain the clients’ software investment.

🎯 Requirements

• Bachelor’s degree preferred or associate degree holder (technical field) with 5+ years working experience in a client support environment • A proven track record in the understanding of in-depth technical troubleshooting • Be a permanent resident of Malaysia • Fluent speaking/reading/writing Malay • Be eligible to obtain a Malaysian security clearance • In-depth knowledge and 5+ years’ experience in one or more of the following products: OpenText Service Manager, OpenText Service Management (SMAX), Windows Server, Red Hat (or other Linux system), At least one RDBMS system • Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict. • Great communication, co-ordination and collaboration skills, and ability to navigate complex, matrixed organizations.

🏖️ Benefits

• Flexible work arrangements • Professional development • 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