Mainframe Support Specialist (Bilingual Spanish)

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:

As a Premium Support Engineer on the OpenText Premium team, you will act as a single point of contact for an assigned customer, providing technical support on the OpenText/Enterprise product portfolio. Our Premium Support Engineers are trusted support advisors who help ensure that customers are successful in their use of OpenText enterprise product solutions. As a Premium Support Engineer, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers.

You are great at:

• Delivering reactive and proactive support activities according to Service Level Agreement to ensure customer satisfaction and loyalty.
• Integrating technical knowledge and business understanding to create solutions for customer.
• Leading Customer Expectation management as part of escalation process
• Debugging problems via in-house tools, workarounds, and test cases
• Collaborating with OpenText and customer development teams to replicate and demonstrate issues

• Maintaining excellent communications with customer management.
• Representing the company as a technical expert with customers, shares knowledge in area of expertise.
• Actively supporting the account team with solution advice, proposals, presentations, and other customer communications

What it takes:

• Technical University or Bachelor's degree preferred.
• Typically 5+ years of successful experience in technical support and/or consulting with enterprise customers
• Deep technical knowledge of Mainframe tools, ie COBOL, CICS, IMS, JCL - Visual COBOL is required
• Expertise in Micro Focus, now OpenText, Enterprise Server, Enterprise Developer or other Micro Focus mainframe migration products - Enterprise Analyzer, Test Server
• Experience with Windows or Unix/Linux operating systems
• Relational databases, such as IBM, Oracle, DB2, Microsoft SQL Server

• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
• Bilingual resource is required Spanish and English

La oportunidad:

Como ingeniero de soporte premium en el equipo de OpenText Premium, actuara como un unico punto de contacto para un cliente asignado, brindando soporte tecnico en la cartera de productos OpenText/Enterprise. Nuestros ingenieros de soporte premium son asesores de soporte confiables que ayudan a garantizar que los clientes tengan exito en el uso de las soluciones de productos empresariales OpenText. Como ingeniero de soporte premium, realizara la resolucion de problemas, recopilara diagnosticos, reproducira problemas, diagnosticara fallas y escalara solicitudes de cambios de software a OpenText Product Engineering y probara parches de software para los clientes.

Eres genial en:

• Ofrecer actividades de soporte reactivas y proactivas de acuerdo con el Acuerdo de Nivel de Servicio para garantizar la satisfaccion y lealtad del cliente.
• Integrar el conocimiento tecnico y la comprension empresarial para crear soluciones para el cliente.
• Liderar la gestion de las expectativas del cliente como parte del proceso de escalamiento.
• Depuracion de problemas mediante herramientas internas, soluciones alternativas y casos de prueba
• Colaborar con OpenText y los equipos de desarrollo de clientes para replicar y demostrar problemas.
• Mantener una excelente comunicacion con la gestion de clientes.
• Representar a la empresa como experto tecnico ante los clientes, compartir conocimientos en su area de especializacion.
• Apoyar activamente al equipo de cuentas con asesoramiento sobre soluciones, propuestas, presentaciones y otras comunicaciones con los clientes.

Lo que se necesita:

• Preferiblemente Licenciatura o Universidad Tecnica.
• Normalmente mas de 5 anos de experiencia exitosa en soporte tecnico y/o consultoria con clientes empresariales.
• Conocimiento tecnico profundo de las herramientas de Mainframe, es decir, COBOL, CICS, IMS, JCL; se requiere Visual COBOL
• Experiencia en Micro Focus, ahora OpenText, Enterprise Server, Enterprise Developer u otros productos de migracion de mainframe de Micro Focus: Enterprise Analyzer, Test Server
• Experiencia con sistemas operativos Windows o Unix/Linux.
• Bases de datos relacionales, como IBM, Oracle, DB2, Microsoft SQL Server
• Fuertes habilidades de resolucion de problemas, analisis de diagnostico mediante rastreos, volcados y otras herramientas, y formulacion y prueba de hipotesis.
• Se requiere recurso bilingüe espanol e ingles.

For Colorado residents, this job is expected to pay in the range of $117,000 to $175,000 USD in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.

Para los residentes de Colorado, se espera que este trabajo pague entre $117,000 y $175,000 USD, ademas de un plan de atencion medica y beneficios grupales integral y competitivo. La compensacion individual se determinara en funcion de las habilidades y experiencia comparables a los requisitos del trabajo.

Translated using third-party software, apologise for any mistakes

Traducido usando software de terceros, disculpe los errores

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 1-800-499-6544.

OPENTEXT - THE INFORMATION COMPANY

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose.

CREATE THE FUTURE

We create economic growth that is inclusive and sustainable.

BE DESERVING OF TRUST

The world's most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology.

WE, NOT I

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems.

RAISE THE BAR

We set high standards and exceptions, to learn, to be better.

OWN THE OUTCOME

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet.

"We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets." - Mark Barrenechea, CEO & CTO