Sr. Technical Support Specialist

Job Summary

The Sr. TSS is responsible for providing advanced technical support for OpenText uCMDB (Universal Configuration Management Database), troubleshooting complex customer issues, driving root cause analysis, and collaborating with Engineering, Product Management, and Client Success teams to ensure timely resolution of critical incidents.

What The Role Offers

• Own and resolve escalations, including Severity 1 issues.
• Troubleshoot discovery, service modeling, integrations, and CMDB-related problems.
• Perform log analysis, root cause investigations, and issue replication.
• Collaborate with RD and Engineering on product defects and enhancements.
• Create knowledge articles, mentor junior engineers, and contribute to process improvements.
• Act as a trusted technical advisor during client engagements and technical reviews.

What You Need To Succeed

• Strong knowledge of uCMDB, Discovery, Service Modeling, CI/Relationship Management, and CMDB concepts.
• Experience with Linux and Windows administration.
• Knowledge of SQL databases (Oracle, SQL Server, PostgreSQL) and query analysis.
• Strong understanding of TCP/IP, DNS, SNMP, SSH, HTTP/HTTPS, firewalls, and network troubleshooting.
• Experience with REST APIs, JSON/XML, and third-party integrations.
• Scripting skills in Python, Shell, or PowerShell.
• Exposure to AWS, Azure, VMware, Docker, and Kubernetes is preferred.

Skills Competencies

• Strong troubleshooting and analytical skills.
• Excellent customer communication and stakeholder management.
• Experience handling critical escalations in enterprise environments.
• Ability to mentor team members and lead technical discussions.

Experience

• 5+ years in enterprise technical support.
• 2+ years supporting uCMDB/Discovery/IT Operations Management solutions.
• Experience working with global clients and cross-functional teams.

Preferred Certifications

• ITIL Foundation
• Rhcsa/rhce
• AWS or Azure Certifications
• Ccna/ccnp