Lead Premium Support Specialist – OSM

🔥 1 minute ago

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Serve as the customer’s single point of contact for support incidents for a specific product centre • Develop an in-depth understanding of the customer’s environment and implementation • Build strong working relationships with customers • Leverage technical expertise and customer-environment knowledge to resolve incidents efficiently • Provide timely updates on open incidents • Coordinate with OpenText experts to expedite resolution • Apply best practices to minimize operational risks and avoid common pitfalls • Provide periodic supportability assessments • Offer technical support mentoring to increase customer knowledge • Understand customers’ operational profiles to improve OpenText support • Share prescriptive product roadmaps for upgrade and migration planning • Guide customers in leveraging the full features and functionality of OpenText solutions • Act as a strategic partner in plans to proactively improve and maintain customers’ software investments • Prepare collateral and present best practices for OpenText software products • Promote customer retention, loyalty, and account growth

🎯 Requirements

• Bachelor’s degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment • Proven track record in in-depth technical troubleshooting • In-depth knowledge and 10+ years’ experience in one or more of: OpenText Service Manager, OpenText SMAX, Windows Server, Red Hat or another Linux system, and at least one RDBMS system • Exposure to Entra, AWS, Hyper-V or VMware, and networking tools highly regarded but not essential • Strong troubleshooting, teambuilding and leadership skills • Ability to think outside the box, negotiate and resolve conflict • Great communication, coordination and collaboration skills • Ability to navigate complex, matrixed organizations • Current, or ability to obtain, an Australian security clearance

🏖️ Benefits

• 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