Sr. Technical Support Specialist – Analytics & AI/ Portfolio

Your Impact

Come join as a Senior Technical Support Specialist in Sofia, Bulgaria where you will support our Analytics & AI/ Portfolio Team. You will focus on helping clients manage and mitigate technical issues and risks, build knowledge, and maintain trust in the supported OpenText products. Utilizing OpenText’s solutions, you will provide advanced technical support and troubleshooting for complex issues, collaborating with product development teams.

What the Role Offers

• Providing advanced technical support to clients via phone, email and chat
• Reproducing, troubleshooting and resolving client issues related to the assigned OpenText’s products
• Following best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level
• Collaborating with product development teams and other team members to provide high-quality support and quick resolution of client requests
• Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc.

What You Need to Succeed

• 3+ years in technical support with flexibility for on-call support
• Bachelor’s degree in Computer Science/Technology/Engineering etc. is preferred
• Excellent communication skills in English (both written and verbal)
• Ability to effectively communicate complex technical issues to clients and stakeholders
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing
• Hands on experience with Linux Systems (Comfortable working daily on Linux servers; Navigate filesystem, permissions, ownership; Manage services – systemctl, logs, startup – etc.)
• Networking Fundamentals knowledge (TCP/IP basics, DNS resolution, Port-based communication, Firewalls)
• Experience with Certificates & TLS Awareness (Understand what certificates are, Recognize cert-related failures etc.)
• Virtualization Fundamentals knowledge (VM Lifecycle, OVA/OVF deployment etc.) is preferred and can be an advantage
• Experience working with Databases (Operational familiarity with databases; Read basic SQL queries etc.) is preferred and can be an advantage