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Lead Technical Support Specialist

Company: OpenText
Location: Alpharetta
Posted on: May 16, 2020

Job Description:


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.

The opportunity:

As Technical Support Engineer IV for our Documentum products, you will handle complex cases for our customers in a B2B environment. This level 4 support role requires a deep knowledge of Documentum products and surrounding technology including Windows Server, Linux, Networking, Databases, Application servers, and scripting languages.

You are great at:

Working with customers and colleagues to solve Documentum and technology related software problems in an B2B environment.
A typical day:
* Work with customers on escalated and high-impact cases using Webex for troubleshooting delivering customer service and solutions to business problems.
* Work with team members as a Subject Matter Expert (SME) to provide direction and create action plans for support cases.
* .
* Configure VMware images to replicate customer environments for problem investigation and resolution.
* Review cases and coach team members in problem identification, scoping, understanding and expectation setting.
* Collect and analyze heap/thread dumps to troubleshoot memory and heap related issues.
* Isolate problems by tracing multiple layers including Documentum, applications servers, databases and network
* Work directly with OpenText engineering and product management on new feature alignment, highly escalated customer issues, delivering patches, and bugs.
* Create and review technical documents for our knowledge base.
* Develop and grow your skills and share your knowledge with team members through brown bags and knowledge transfers.
Enjoy your mornings free and commute after Atlanta s typical rush hour
Work hours: 11:00 AM to 8:00 PM ET

What it takes:

* Deep understanding of the Documentum product suite, particularly newer products such as D2 or xCP. An in-depth knowledge of core Documentum technology (Content Server, DFC, DFS) is essential.
* Solid understanding of OS System Administration (Windows Server and Linux) and networking.
* Experience with database administration and performance tuning (SQL Server, Oracle, etc.).
* Working knowledge of J2EE technologies. This includes an understanding of web application servers (Tomcat, JBoss, WildFly, Websphere, etc.), Web services frameworks, and Java programming.
* Ability to understand and use various programming languages and technologies is a plus (C++, VB script, VB, Java, Eclipse, .Net etc.).
* Very strong analytical and problem-solving skills.
* Effective communication and documentation skills.
* Ability to thrive in an event-driven environment.
* 8-12 years of support experience.

Our culture:
Our atmosphere is fast-paced, but relaxed and casual. We work together in a highly collaborative environment to solve our customers issues. Team members are given flexibility to do things their own way and to make their own decisions. Our culture is social and customer-centric.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email

Keywords: OpenText, Alpharetta , Lead Technical Support Specialist, IT / Software / Systems , Alpharetta, Georgia

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