Sr. Technical Support Specialist – CyberSecurity

Your Impact

Join us as a Sr. Technical Support Specialist in Sofia, Bulgaria. As part of our Cybersecurity Support team, you’ll play a key role in helping customers resolve complex technical challenges, troubleshoot and replicate product defects, and drive escalations through to successful resolution. You’ll collaborate closely with cross-functional teams, provide expert technical guidance, and act as a trusted advisor to customers as they navigate their cybersecurity challenges.

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
• Mentoring colleagues and sharing knowledge to improve team performance and skill development
• 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 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 troubleshooting Windows/Linux Operating Systems
• Knowledge of network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
• Experience working with Databases: Knowledge of SQL, Oracle, MySQL, including the ability to create, delete, secure databases, and execute SQL queries
• Experience with functional testing tools, scripting, and automation tools (e.g., Python, PowerShell)

Nice to have skills:

• Experience on Cloud technologies – AWS, Azure, GCP
• Familiarity with containerization tools like Docker or Kubernetes
• Familiarity with C/C++, Java, JavaScript, Python, PHP
• Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.)