Lead Premium Support Specialist – OSM

OpenText

. Serve as the customer’s single point of contact for support incidents for a specific product centre .

Posted 9/24/2026full-timeRemote • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive technical troubleshooting expertise and a deep understanding of OpenText solutions, fostering strong customer relationships and providing strategic support to enhance software investments. Capable of mentoring and guiding customers to maximize their use of OpenText products while ensuring operational efficiency.

Highest-signal resume keywords

OpenText Service ManagerTechnical TroubleshootingWindows ServerRed Hat LinuxCustomer Support Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OpenText SMAXRDBMSAWSHyper-VVMware

Soft Skills

LeadershipCommunicationCollaborationNegotiationConflict Resolution

Tools & Technologies

Networking ToolsOpenText Solutions

Certifications & Qualifications

Australian Security Clearance

Industry Keywords

Customer SupportOperational Risk ManagementTechnical Support MentoringSoftware Investment Management

Tech Stack

Tools & technologies

AWSLinuxRDBMSVMware

About the role

Key responsibilities & impact

Serve as the customer’s single point of contact for support incidents for a specific product centre
Develop an in-depth understanding of the customer’s environment and implementation
Build strong working relationships with customers
Leverage technical expertise and customer-environment knowledge to resolve incidents efficiently
Provide timely updates on open incidents
Coordinate with OpenText experts to expedite resolution
Apply best practices to minimize operational risks and avoid common pitfalls
Provide periodic supportability assessments
Offer technical support mentoring to increase customer knowledge
Understand customers’ operational profiles to improve OpenText support
Share prescriptive product roadmaps for upgrade and migration planning
Guide customers in leveraging the full features and functionality of OpenText solutions
Act as a strategic partner in plans to proactively improve and maintain customers’ software investments
Prepare collateral and present best practices for OpenText software products
Promote customer retention, loyalty, and account growth

Requirements

What you’ll need

Bachelor’s degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment
Proven track record in in-depth technical troubleshooting
In-depth knowledge and 10+ years’ experience in one or more of: OpenText Service Manager, OpenText SMAX, Windows Server, Red Hat or another Linux system, and at least one RDBMS system
Exposure to Entra, AWS, Hyper-V or VMware, and networking tools highly regarded but not essential
Strong troubleshooting, teambuilding and leadership skills
Ability to think outside the box, negotiate and resolve conflict
Great communication, coordination and collaboration skills
Ability to navigate complex, matrixed organizations
Current, or ability to obtain, an Australian security clearance

Benefits

Comp & perks

Willingness and ability to travel if required (<10%)
Willingness and ability to work occasionally outside of business hours, including weekends
Willingness to participate in a 24x7 on-call roster