Sr. Premium Support Engineer - Identity & Access Management

Salary: £39,000 - 73,000 per year

Requirements:

• 3+ years of previous experience in a technical support environment
• A bachelors degree or higher in a technical field is considered a plus
• Calm and analytical with excellent troubleshooting skills
• Professional with excellent communication skills and an authoritative voice during critical situations
• Helpful, flexible, and willing to go the extra mile to ensure client satisfaction
• Advanced knowledge of NetIQ IAM products, including Identity Manager, Access Manager, Identity Governance, eDirectory, SSPR, Advanced Authentication, and Privileged Access Manager
• Familiarity with Windows and Linux administration
• Advanced networking knowledge, including TCP/IP, firewalls, and proxy servers
• Basic understanding of databases such as PostgreSQL, Oracle, and MS SQL Server
• Basic understanding of web technologies, including HTTP, SSL, and web servers
• Cloud experience, specifically AWS and Azure
• Containers experience with Docker, Kubernetes, or similar open-source alternatives
• Experience with Python, Java, and Shell scripting

Responsibilities:

• Serve as the single point of contact for NetIQ IAM technical support cases logged by assigned Premium Support clients
• Develop an in-depth understanding of clients NetIQ IAM environments and configurations to resolve support cases more efficiently
• Build strong working relationships with clients technical teams
• Provide proactive technical support advice to improve the performance and reliability of NetIQ IAM solutions and minimise operational support issues
• Coordinate with other OpenText technical experts and IAM Product Development as required to expedite timely resolution of support cases

Technologies:

• AI
• AWS
• Azure
• Cloud
• Docker
• HTTP
• IAM
• Support
• Java
• Kubernetes
• Linux
• Oracle
• PostgreSQL
• Python
• SQL
• TCP/IP
• Web
• Windows

More:

OpenText is a global leader in information management, with innovation, creativity, and collaboration at the core of our culture. We are AI-first, future-driven, and human-centered, using AI to power innovation and transform work. In this Senior Premium Support Engineer role based in Reading, GBR, we provide the opportunity to partner with highly regarded companies, tackle complex issues, and contribute to digital transformation. We offer a collaborative, inclusive workplace that supports personal growth and values diversity. This is an onsite position within our IT & Cloud Operations team, and we foster an environment that enriches our vibrant workplace.

last updated 36 week of 2026