Overview As a Lead Technical Support Specialist in the Americas, you will drive critical SAP-related client support for OpenText VIM within complex environments. You'll coordinate with senior teammates to resolve issues, document interactions, and guide clients toward effective resolutions. You'll test fixes, author Knowledge Center content, and collaborate across departments to address root causes. This role offers impact through sustaining client satisfaction and contributing to a high-performance, cross-functional team focused on transformation and enterprise success. You'll work in a values-driven culture that emphasizes ownership, collaboration, and delivering value to customers.
Compensation / Benefits- compensation package with salary range
- vacation entitlement
- paid time off
- variable and commission opportunities for eligible roles
- employer support for diversity and inclusion
Responsibilities- Identify and resolve client issues within SLA via phone and written communication
- Manage client relationships and document interactions in the database
- Suggest alternative support options when issues lie outside OpenText products
- Test and validate issues across environments to confirm solutions
- Author technical documentation and knowledge articles for the Knowledge Center
- Collaborate with cross-functional teams to troubleshoot complex issues
- Report defects and relay client feedback and enhancement ideas
Key requirements- 5-10 years of hands-on SAP technical support, development, or implementation experience
- 5+ years of SAP R/3 and SAP S/4HANA experience
- Extensive ABAP development experience (Reports, Dialog Programming, Enhancements, User Exits, BAdIs, BAPIs, RFCs, Smart Forms, Adobe Forms, ALV)
- Strong functional knowledge of SAP FI and MM modules
- Experience with SAP Workflow, IDocs, ALE, and Web Services
- Hands-on SAP Fiori, Gateway/OData, and related enhancements
- Experience with SAP BTP, including Integration Suite and cloud services
- Knowledge of SAP authorization concepts, transport/change management
- Knowledge of SAP performance analysis, debugging, SQL optimization, and root-cause analysis
- Experience with Oracle, SAP HANA, or other relational databases
- Strong analytical, troubleshooting, and client-facing skills
- Production support experience with incident management and SLA-driven support
- Bachelor's degree in Computer Science, Information Technology, or equivalent
- strong communication skills with clients and cross-functional teams
- client-facing
- analytical thinking
- problem-solving
- SAP ABAP
- SAP R/3 and SAP S/4HANA
- SAP FI and MM
