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.

The opportunity:

Reporting to the Director, APAC Global Technical Support, this role is responsible for overseeing day‑to‑day operations within the Customer Support team. This includes leading team members, prioritising and managing escalated and high‑impact customer accounts, interfacing directly with customers, and ensuring compliance with OpenText Customer Support policies and standards.

Job Description:

The Technical Support Manager is a critical role, enabling the business unit to work effectively with internal and external stakeholders in a hyper‑growth environment. This is a facilitative leadership role that requires a balance of focus and flexibility, along with a willingness to play an active, behind‑the‑scenes role when required. The successful candidate will be highly resourceful, demonstrate strong emotional intelligence, self‑motivation, and integrity, and consistently place the company’s interests above all else.

Roles & Responsibilities:

• Lead the day‑to‑day Support Operations for assigned OpenText Enterprise Products in APAC, managing both direct and matrixed reports across the region. This includes time management, issue prioritisation, and policy compliance.
• Oversee the career development of Technical Support Specialists, ensuring team members are supported to realise their full potential both individually and collectively.
• Partner with regional management teams to forecast, hire, retain, and support a distributed team that is engaged and motivated.
• Own and drive key performance metrics to ensure high‑quality service delivery, providing operational excellence through data‑driven planning and continuous improvement.
• Implement change initiatives to modernise and optimise the business, guided by a strong customer‑centric philosophy.
• Manage customer relationships for issues escalated to this role, including developing action plans, communicating clearly with customers, and providing regular updates to customers and/or OpenText senior management.
• Coordinate and collaborate with leadership teams across Sales, Professional Services, Renewals, and Engineering to advocate for the best possible total customer experience.

Skills Required:

• Innovative mindset to make recommendations towards finding creative solutions
• Ability to establish and maintain strong relationships with a variety of internal and external roles, from technical contributors to senior management
• Excellent written and verbal communication skills
• Strong negotiation and objection handling skills
• Ability to effectively manage crisis situations
• Ability to manage customer expectations clearly, concisely, and in summary format
• Ability to effectively identify and manage a list of issues from inception to resolution
• Understanding of cross-functional relationships and processes critical to driving issue resolution

Experience Required:

• Bachelor’s degree in an IT or Engineering discipline, or equivalent practical experience
• Three or more years of demonstrated people management and leadership experience
• One or more years’ experience working within a matrixed organisation, with the ability to collaborate across globally distributed teams
• Demonstrated experience creating or consuming reports using tools such as Excel, Power BI, Tableau, and PowerPoint
• Conceptual understanding of application servers, networking, Active Directory/LDAP, databases, Windows/Linux environments, VMware, and hyperscalers
• Experience with Enterprise Information Management systems (e.g. SAP, Documentum, OpenText Content Server, SharePoint, FileNet, Alfresco) is advantageous
• Professional working proficiency in an additional Asian language is highly regarded
• Previous experience working within a Customer Support organisation is highly advantageous

Other:

• Must be an Australian Citizen. Ability to obtain Australian Government NV1 Security Clearance is required
• 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 contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.