Customer Success Manager

Opentext - The Information Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Job Description

This is a technical customer service engineer role in the Fortify Hosted team, with a goal to provide the highest level of customer satisfaction. As a Customer Success Manager/Global Support Analyst, you will be providing technical advice and support on the Fortify Hosted offering.

The role is to provide expert technical support guidance to customers for the Application Security needs, working proactively to avoid issues and ensuring rapid incident resolution when problems occur. In this role, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to Fortify Product Engineering. The goal is to become a trusted support advisor and ensure that customers are successful in their use of their Fortify service.

Education And Experience Required

• Technical University or Bachelor's degree preferred.
• Typically 1-3 years experience in technical support and/or consulting.
• Experience in AppSec desired
  
  

Knowledge And Skills

• Excellent verbal and written communication skills in English
• Troubleshooting skills in a technical environment.
• Proficiency with case management databases and tools.
• Customer service skills.
• Phone and remote support experience. Knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
  
  

Good To Have

• Experience with AppSec tools (Fortify SCA, Fortify WebInspect or equivalent tools)
• Knowledge of cloud platforms – AWS, Azure, Google
• Pipelines – Jenkins, Azure DevOps
• Containers – Docker, Kubernetes
• Git/Version control/SCCM
• DevOps
• Open-source platforms
• Ability to train peers on solutions.
  
  

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.