Senior Premium Support Engineer

Your Impact

We’re looking to welcome a Premium Support Engineer in Sofia, Bulgaria with advanced technical support skills to our growing team in EMEA. You will assist assigned Premium Support clients by providing a single point of contact into the OpenText Technical Support organization for the product you are trained in. You will add value to your assigned clients by gaining first-hand knowledge of their environment, configuration and support requirements.

The overall objective of the Premium Support Engineer is to provide the highest level of personalised technical support to ensure clients 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 client satisfaction.

What the role offers

• Senior Support Expert who acts as a single point of contact for all technical support cases on enterprise software from assigned Premium Support clients,
• Develop an in-depth understanding of your clients’ software environment to resolve their support cases more efficiently,
• Develop a strong working relationship and act as an extension of the client’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 Development to expedite timely resolution of support cases.

What you need to succeed

• Bachelor’s degree preferred with previous working experience in a client support environment.
• Calm analytical approach to problem solving and excellent troubleshooting skills.
• Professional manner with excellent communication skills in English (written and verbal), an authoritative voice during critical situations
• 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 client satisfaction.

• Windows and/or Linux administration
• Networking knowledge: TCP/IP, Firewalls, Proxy servers
• Basic understanding of databases (PostgreSQL, Oracle, MS SQL Server)
• Basic understanding of web technologies (HTTP/SSL/web servers)
• Cloud experience (good to have): AWS, Azure, GCP
• Containers experience: Docker/Kubernetes or any of the open-source alternatives
• Python, Java and Shell scripting (at least one).

• Experience with OpenText’s IDM and/or Identity Access Manager constitutes an advantage