Sr. Technical Support Specialist (Fluent in Mandarin)

Hiring Manager: Gary Ng

Talent Acquisition Advisor: Allan Zhang

Job Code Level: TEP3

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We are seeking a responsible, technically savvy, and customer-centric professional to join the OpenText Global Technical Support organisation. As a member of the APAC Application Delivery Management (ADM) Support team, you will keep our customers' software-development lifecycles running smoothly by supporting a broad suite of SDLC products-version-control platforms, IDE integrations, quality-assurance and performance-testing tools, and project / requirements-management solutions. You will own complex issues from first contact through resolution, collaborate with Engineering to improve product quality, and act as a trusted customer advocate in a fast-paced, team-oriented environment.
You must be a self-starter with outstanding communication and organisational skills, able to multitask under deadlines. Advanced problem-analysis and enterprise-systems experience are essential. You will partner closely with Engineering and other technical business units to expand knowledge, resolve issues, and drive continuous improvement.

Principal Duties and Responsibilities:

The following tasks and responsibilities will be central to this role:

Drive front-line technical Support by owning inbound cases via phone, email and remote sessions, providing timely, professional assistance and maintaining a closed-loop communication style
Diagnose and resolve Complex issues, including problems reproducing in local environments, analysing logs/traces/core dumps. Applying diagnostic tools and formulating hypotheses to isolate the root cause.
Drive case in line with SOP processes, meeting SLO/KPI targets, and escalate product defects to Engineering. Responsible for validating any fixes before delivery of the fix to the customer.
Maintain detailed case notes in the case management system and drive KCS activities with Enterprise support
Work closely with Engineering, Product Management, Cloud Ops, Professional Services and Account team to champion customer issues, influence product quality and improve Supportability.
Coach junior support engineers, delivering focused training sessions, contributing to new-hire onboarding and sharing best practices through GTS Organisation.
Lead or participate in supportability initiatives, tool/process enhancement and cross-functional program.
Represent OpenText at customer meetings, user groups, or other events, communicating best practices for support.
Participate in global on-call rotation (including shifts, weekends and holidays) to guarantee round-the-clock support coverage.
Undertake any additional responsibilities and non-routine assignments in line with business needs.

Required Qualifications and Experience:
5+ years in enterprise technical support (level 2/3) or a similar customer-facing, problem-solving role
Proficiency in English and Chinese is required. Additional language skills will be considered an advantage
Proven troubleshooting on Windows 10/11 and Windows Server (performance, security, CLI / PowerShell, registry, GPO).
Strong grasp of SDLC / application-lifecycle-management concepts.
Working knowledge of HTTP/S, REST, SOAP, proxies, firewalls, load balancers, SSL/TLS, and security certificates.
Scripting or programming in PowerShell, JavaScript, VBScript, Python, or C/C++.
Database fundamentals (SQL Server, Oracle, MySQL): schema management, basic queries, performance impact.
Ability to analyse application/server logs and traces to pinpoint issues.
Proven ability to diagnose and resolve complex issues across Windows Server and/or Linux platforms.
Outstanding verbal and written communication skills with the ability to lead difficult customer conversations and convey technical details.
Demonstrated success working in a dynamic, rapidly changing environment while multitasking and prioritising effectively.
Strong analytical thinking, attention to detail and a passion for learning new technologies.
Bachelor's degree in Computer Science, Engineering, Information Technology or equivalent practical experience.

Desired Technical Knowledge and Experience:
Intermediate to advanced level of knowledge in:
Performance- and load-testing expertise; hands-on with tools such as LoadRunner, JMeter, or similar.
Monitoring platforms (New Relic, AppDynamics, Dynatrace) and APM best practices.
Functional and mobile-testing tool experience (UFT, Selenium, Appium, etc.).
Cloud platforms (AWS, Azure, GCP) and container orchestration (Docker, Kubernetes).
Automation / scripting for reporting or environment provisioning.

Other:
Must be an Australian Citizen or Permanent Resident to apply
May be required to change work patterns as business dictates
Travel may be required

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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.