Lead Premium Support Specialist – OSM

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the primary contact for customers regarding support incidents related to a specific product center.

• Acquire a comprehensive understanding of the customer's environment and implementation processes.

• Establish and nurture solid working relationships with customers.

• Utilize technical knowledge and insights about the customer’s environment to effectively resolve incidents.

• Provide timely updates on ongoing incidents.

• Collaborate with OpenText specialists to accelerate resolution processes.

• Implement best practices to minimize operational risks and avoid frequent pitfalls.

• Deliver periodic assessments on supportability.

• Offer mentoring in technical support to enhance customer knowledge.

• Gain insights into customers’ operational profiles to enhance OpenText support services.

• Share detailed product roadmaps for planning upgrades and migrations.

• Assist customers in maximizing the features and functionalities of OpenText solutions.

• Serve as a strategic partner in initiatives aimed at proactively enhancing and maintaining customers’ software investments.

• Create documentation and present best practices for OpenText software products.

• Foster customer retention, loyalty, and account expansion.

⛳️ Requirements

• Preferred Bachelor’s degree or an associate degree in a technical field, accompanied by 10+ years of experience in a customer support setting.

• Demonstrated history of effective technical troubleshooting.

• Extensive knowledge with 10+ years of experience in one or more of the following: OpenText Service Manager, OpenText SMAX, Windows Server, Red Hat or any Linux system, and at least one RDBMS system.

• Familiarity with Entra, AWS, Hyper-V, or VMware, as well as networking tools is highly valued but not mandatory.

• Strong skills in troubleshooting, team building, and leadership.

• Capability to think creatively, negotiate, and resolve conflicts.

• Excellent communication, coordination, and collaboration abilities.

• Proficient in navigating complex, matrixed organizations.

• Possession of a current Australian security clearance, or the ability to obtain one.

🏝️ Benefits

• Willingness and ability to travel if necessary (<10%).

• Openness to occasionally work outside of regular business hours, including weekends.

• Willingness to engage in a 24x7 on-call roster.