OpenText is seeking a Senior Technical Support Specialist to join its Cybersecurity Support team in Sofia, Bulgaria. This on-site role provides advanced technical assistance to customers, helping them investigate cyber incidents, analyze digital evidence, and strengthen their security posture. Supporting OpenText Forensic (EnCase) and related products, you will troubleshoot complex issues and enable customers to collect, preserve, and analyze data across devices and data sources.

Responsibilities

What you need to succeed:

Provide advanced technical support to customers via phone, email, and chat
Reproduce, troubleshoot, and resolve issues related to OpenText products
Follow ticket management best practices to meet service level agreements
Mentor colleagues and share knowledge to improve team performance
Collaborate with product engineering and other teams to deliver high-quality support
Pursue continuous self-development through trainings and development plans
3+ years in technical support with on-call availability
Bachelor’s degree in Computer Science/Technology/Engineering preferred
Excellent English communication skills (written and verbal)
Ability to explain complex technical issues to customers and stakeholders
Strong troubleshooting skills using traces, dumps, and other diagnostic tools
Hands-on experience with Windows and Linux operating systems
Knowledge of network and security protocols: TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML
Experience with databases (SQL, Oracle, MySQL) and writing queries
Experience with functional testing t

About the role

OpenText is seeking a Senior Technical Support Specialist to join its Cybersecurity Support team in Sofia, Bulgaria. This on-site role provides advanced technical assistance to customers, helping them investigate cyber incidents, analyze digital evidence, and strengthen their security posture. Supporting OpenText Forensic (EnCase) and related products, you will troubleshoot complex issues and enable customers to collect, preserve, and analyze data across devices and data sources.

Responsibilities

What you need to succeed:

Provide advanced technical support to customers via phone, email, and chat
Reproduce, troubleshoot, and resolve issues related to OpenText products
Follow ticket management best practices to meet service level agreements
Mentor colleagues and share knowledge to improve team performance
Collaborate with product engineering and other teams to deliver high-quality support
Pursue continuous self-development through trainings and development plans
3+ years in technical support with on-call availability
Bachelor’s degree in Computer Science/Technology/Engineering preferred
Excellent English communication skills (written and verbal)
Ability to explain complex technical issues to customers and stakeholders
Strong troubleshooting skills using traces, dumps, and other diagnostic tools
Hands-on experience with Windows and Linux operating systems
Knowledge of network and security protocols: TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML
Experience with databases (SQL, Oracle, MySQL) and writing queries
Experience with functional testing t