Premium Support Engineer

Responsibilities

• Act as the customer's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your customer’s environment.
• Implement and establish a strong trusted working relationship with customers.
• Leverage deep technical expertise and knowledge of your customer’s environment to resolve incidents more efficiently.
• Provide timely updates on open incidents and coordinate with other OpenText experts as needed to expedite resolution.
• Identify and recommend best practices to help our customers minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments and offer technical support mentoring to increase the customer's knowledge.
• Understand the operational profile of your customer's environment to improve the support and guidance that OpenText delivers.