> Markdown version of [/jobs/ext/1349164-lead-premium-support-engineer](https://www.wearedevelopers.com/jobs/ext/1349164-lead-premium-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Lead Premium Support Engineer

- **Company:** OpenText
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Relational Databases, Linux, Software Configuration Management, OpenText
- **Published:** July 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7b70abb93df964bb

## About the Role

Qualifications *Bachelor's degree preferred or associate degree holder (technical field) with 5+ years working experience in a customer support environment. *A proven track record in the understanding of in-depth technical troubleshooting. *Be a permanent resident of Malaysia*Fluent speaking/reading/writing Malay*Be eligible to obtain a Malaysian security clearance

ExperienceIn-depth knowledge and 5+ years' experience in one or more of the following products: OpenText Service ManagerOpenText Service Management (SMAX)Windows ServerRed Hat (or other Linux system)At least one RDBMS system
Exposure to the following products would be highly regarded but not essential: Load balancersNetworksAI toolsIDOLSecurity Certificates

 * Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.*Great communication, co-ordination and collaboration skills, and ability to navigate complex, matrixed organizations.

## Description

range of topics, be creative and find solving problems to be rewarding.In addition, you will ensure customers get the highest level of business value and are satisfied with the products and services they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Engineer (NSE, DSE, SSE) is to deliver experiences that customers want to have again - to earn the right to customer driven growth. This is achieved by building trust, focusing on value and enabling alignment across the OpenText organization.
Who you areSoftware environments can be complex. In today's fast-paced IT climate, having someone our customers can trust and who understands their software configuration can make all the difference. OpentText Premium Support gives our customer named and dedicated support personnel who really know their IT environment. A flexible blend of problem resolution, technical guidance and strategic support personnel that champion our customers' success and ensure they are getting the most out of their software investment.Not only do you possess exceptional communication skills but can also embed yourself with customers as an extension to their business. You operate with a high level of collaboration and discipline and understand the current technology landscape and you are quickly able to gain a depth of understanding of your customer's business.
In this role you will*Be the customers' single point of contact for support incidents opened for a specific product centre.*Develop an in-depth understanding of your customer's environment and implementation. *Develop a strong working relationship with customers. *Leverage deep technical expertise and knowledge of your customer's environment to resolve incidents more efficiently.*Provide timely updates on open incidents.*Coordinate with other Micro Focus experts as needed to expedite timely resolution.*Apply best practices to help our customers minimize operational risks and avoid common pitfalls. *Provide periodic supportability assessments. *Offer technical support mentoring to increase the customers' knowledge.*Understand the operational profile of your customers' environment to improve the support that Micro Focus delivers.*Share prescriptive product roadmaps to assist your customers in upgrade and migration planning. *Provide guidance on leveraging the full features
and functionality of the customers' Micro Focus solution. *Act as a strategic partner in developing plans to proactively improve and maintain the customers' software investment. *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.


## Related Videos

- [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing)
- [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker)
- [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers)
- [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age)
- [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider)
- [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker)

## Related Articles

- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)
- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)
- [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)