Sr. Technical Support Specialist - Documentum

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.

OpenText is seeking a Senior Technical Support Specialist who is responsible, technical proficient, and trustworthy individuals to join our Technical Support team. As part of the Technical Support Team, you will perform a variety of professional duties around providing technical support to internal teams, partners, and external customer contacts within the APAC region.

You must be a self‑motivated individual with exceptional verbal and written communication skills, strong organizational abilities, and the capacity to multitask effectively while meeting tight deadlines. A solid background in enterprise software, advanced problem‑solving skills, and a customer‑centric mindset are essential. You may require managing escalated issues and working collaboratively with product engineering and other technical teams to ensure timely resolution. This role may involve mentoring team members, contributing to the enhancement of support processes and tools, and driving continuous improvement to elevate the customer experience. You may coordinate with senior‑level resources to achieve resolution for particularly challenging issues.

Principal Duties And Responsibilities

• Provide technical support to OpenText customers, partners, and internal teams (e.g., consultants) through the OT My Support Portal, phone, and email channels.
• Apply strong technical expertise and problem‑solving skills, leveraging diagnostic tools to investigate and resolve complex issues. Proactively identify, document, and communicate product concerns related to design, reliability, or maintenance.
• Take ownership of individual and team goals, ensuring alignment with and fulfillment of departmental objectives and commitments. Proactively drive issue resolution of open issues and leverage escalation processes when necessary. Consistently demonstrate accountability, integrity, and discretion, particularly when managing sensitive or confidential information.
• Willingly take on additional responsibilities, including non‑routine or cross‑functional tasks. Exhibit a high level of commitment to following through on tasks even when they extend beyond defined role boundaries.
• Communicate procedural and routine technical matters effectively with both internal and external stakeholders within a fast‑paced, customer‑focused environment. Adhere to a “closed‑loop” communication approach to keep all relevant parties informed throughout the resolution process. Share knowledge gained from issue resolution with support teams and, when appropriate, with customers. Provide documentation and direct feedback to Account Managers, Sales, and other OpenText Technical Support colleagues as needed.
• Escalate customer issues to OpenText escalation or product engineering teams when necessary and coordinate the timely delivery of patches or fixes to the customer.
• Collaborate closely with the product development teams to ensure products are supportable, maintainable, and meet high‑quality standards.
• Contribute to the development and maintenance of OpenText’s online support resources, including knowledge base articles, tutorials, technical documentation, whitepapers, etc.
• Support the continuous growth and improvement of the Technical Support team by mentoring new team members and contributing to reviews of technologies, support processes, and best practices.
• Conduct advanced product testing to ensure product compatibility, while maintaining active communication with product development teams and other technical stakeholders.
• Analyze and interpret interoperability and support matrices. Develop and deliver targeted training sessions and recommend serviceability enhancements for internal support teams.
• Has the capacity to represent the company at customer or industry conferences or events.
• Represent OpenText at customer or industry events, acting as a trusted technical advisor.
• Participate in cross‑functional meetings involving program management, engineering project management, and supportability planning.
• Be an integral part of the support team providing 24x7x365 coverage for OpenText customers, including participation in weekly rotational on‑call duties, as well as shift work and holiday coverage as required.
• Take ownership of assigned support initiatives and projects, and perform additional duties as directed by management.

Required Qualifications And Experience

• Bachelor's degree in IT or engineering, or equivalent experience.
• Recognized as a technical and functional expert with deep expertise in enterprise products, serving as a trusted advisor within the organization.
• Experience in using Ticketing management tools like ServiceNow
• Excellent verbal and written communication skills.
• Proven success in a customer facing service or support role.
• Experience Required: 5+ Years

Desired Qualifications

• Hands‑on experience with Enterprise CMS platforms such as Documentum Content Management and OpenText Content Suite.
• Proficient in SQL and experienced in development using Java, .NET, or C++.
• Skilled in troubleshooting APIs, code, and scripts in complex environments.
• Broad and in‑depth understanding of infrastructure and cloud technologies, including:
  • Storage, networking, load balancers, proxies, firewalls, Kubernetes, and profile security management.
  • Backup and restore mechanisms and configurations.
• Extensive experience in managing and troubleshooting issues within an N-tier software architecture.
• Proficient in installation, configuration, and maintenance of major operating systems such as Windows and Linux.
• Experience working with databases like SQL Server, Oracle, and others.
• Familiarity with Tomcat and SSL configuration and management.

Other

• Must be an Australian Citizen or Permanent Resident to apply.
• May be required to change work patterns as business dictates.
• Travel may be required.

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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