Principal Technical Support Specialist

vor 7 Monaten

Grasbrunn, Deutschland opentext Vollzeit

**OPENTEXT - THE INFORMATION COMPANY**

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

In addition, you will ensure customers get the highest level of business value and are satisfied with the products and services they receive from OpenText with a focus on promoting retention, loyalty, and account growth.

The overall objective of the Premium Support Engineer (NSE, DSE, SSE) is to deliver experiences that customers want to have again - to earn the right to customer driven growth. This is achieved by building trust, focusing on value and enabling alignment across the OpenText organization.

**Who you are**

Software environments can be complex. In today’s fast-paced IT climate, having someone our customers can trust and who understands their software configuration can make all the difference. OpentText Premium Support gives our customer named and dedicated support personnel who really know their IT environment. A flexible blend of problem resolution, technical guidance and strategic support personnel that champion our customer’s success and ensure they are getting the most out of their software investment.

Not only do you possess exceptional communication skill but can also embed yourself with customers as an extension to their business. You operate with a high level of collaboration and discipline and understand the current technology landscape and you are quickly able to gain a depth of understanding of your customer’s business.

**In this role you will**
- 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 customer.
- 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 Micro Focus experts as needed to expedite timely resolution.
- Provide periodic supportability assessments.
- Offer technical support mentoring to increase the customers knowledge.
- Understand the operational profile of your customers environment to improve the support that Micro Focus delivers.
- Share prescriptive product roadmaps to assist your customers in upgrade and migration planning.
- Provide guidance on leveraging the full features and functionality of the customers Micro Focus solution.
- Act as a strategic partner in developing plans to proactively improve and maintain the customers software investment.
- Travel to customers (Dedicated Support Engineer (DSE) up to 4 days per week at customer site).

**Qualifications**
- Bachelor’s degree preferred or Associate degree holder (technical field) with 6- 8 years working experience in a customer support environment.
- A proven track record in the understanding of in-depth technical troubleshooting.
- In-depth knowledge of company and industry standard in one or multiple of the following areas Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
- Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
- 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.

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