Sr. Technical Support Specialist

About the Position

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.

Sr. Technical Support Specialist

Location: Sofia, BGR, 1407

Category: IT & Cloud Operations

reqId: 53100

Your Impact

Come join us as a Senior Technical Support Specialist in Sofia, Bulgaria where you will support our IT Operations Management support Team. You will focus on helping clients manage and mitigate technical issues and risks, build knowledge, and maintain trust in the supported OpenText products. Utilizing OpenText’s solutions, you will provide advanced technical support and troubleshooting for complex issues, collaborating with product development teams.

Responsibilities

• Providing advanced technical support to clients via phone, email, and chat
• Reproducing, troubleshooting, and resolving client issues related to the assigned OpenText's products
• Following best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level
• Collaborating with product development teams and other team members to provide high-quality support and quick resolution of client requests
• Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc.

Requirements

• 3+ years in technical support with flexibility for on-call support
• Bachelor’s degree in Computer Science/Technology/Engineering etc. is preferred
• Excellent communication skills in English (both written and verbal)
• Ability to effectively communicate complex technical issues to clients and stakeholders
• Strong troubleshooting skills, diagnostic analysis using traces, dumps, and other tools, and hypothesis formulation and testing
• Hands-on experience troubleshooting Windows and Linux
• Familiarity with containerization tools like Docker or Kubernetes, with hands-on experience
• Network & Security Protocols: TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML
• Database Knowledge: SQL, PostgreSQL, Oracle, MS SQL, MongoDB etc. can be considered an advantage

Nice to Have

• Experience with cloud technologies such as AWS, Azure

We Offer

• Competitive salary
• Opportunity to work in a global leader in information management
• Collaborative and innovative work environment
• Professional development opportunities

About the Company

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.

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