Technical Support Team Leader jobs

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT
As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with clients and OpenText employees to resolve critical client issues. You will be joining a team that provides world class technical client support to a variety of enterprise clients while working across business units to ensure that client satisfaction is met in every form. Their focus will be supporting the WEB CMS (TeamSite) product within complex client environments.

YOU ARE GREAT AT
The successful candidate will be working in a highly functioning team consisting of Senior and Lead Technical Specialists that work effectively together to reach a common goal. 

• Identify and resolve client issues in a timely manner, meeting published response time (SLA) requirements through phone support and written correspondence
• Test and validate OpenText product issues across various environments to identify and confirm solutions.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
• Author technical documentation and knowledge articles for inclusion in the Knowledge Center Knowledge Base.
• Delivery of a customer centered philosophy.
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
• Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Develop and review standard operating procedures for the OpenText Technical Support team.
• Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

WHAT DO YOU NEED TO SUCCEED

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment. 
• 5+ years of strong technical hands-on experience with Web Server or Cloud landscapes.
• A proven track record of in-depth technical troubleshooting. 
• Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations. 
• Strong team building skills and previous experience leading technical teams.
• Ability to guide and advise clients proactively on best practices, configuration optimization, tuning and integrations.
• Leverage deep technical expertise and knowledge to resolve incidents more effectively.
• Previous experience interfacing with customers in a support capacity
• Excellent communication skills, written and verbal.
• Any combination of the following skills or knowledge is a must:
• Good foundation/knowledge working with Windows OS/Linux OS, Windows, and Linux Servers
• Good knowledge of Web Servers and HTML (i.e., Tomcat or MS IIS)
• Experience working with relational DBMS (Oracle, MS SQL Server, and IBM DB2)
• Understanding of Networking principles and Active directory.
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
• Development (Java, SQL, CGI, Perl, .NET, or C++) experience will be an advantage.
•  Previous working experience with Cloud Technologies, such as GCP, AWS and/or Azure.
• Foundational knowledge of cloud computing concepts, cloud-based infrastructure container technologies, containerized applications including Docker, container images, registries, networking, and storage.
• Foundational knowledge of Kubernetes (K8s) and container orchestration concepts, including Pods, Deployments, Services, Namespaces, ConfigMaps/Secrets, and basic workload troubleshooting.
• Knowledge of other OpenText Products is an asset.
• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.

ONE LAST THING: OpenText is more than just a corporation, it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $86,800 -$130,200 Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.