Applications L2/L3 Support & Maintenance Engineer - OpenText RightFax

Role: Applications L2/L3 Support & Maintenance Engineer OpenText RightFax

Location: Frisco, TX (Remote)

Type: Contract

Position Overview

• We are seeking an experienced Applications L2/L3 Support & Maintenance Engineer with expertise in OpenText RightFax to provide operational support, administration, maintenance, troubleshooting, and minor enhancements for enterprise faxing solutions.
• The role will be responsible for ensuring the stability, availability, performance, and security of the RightFax environment while supporting business users and coordinating with infrastructure, database, and vendor support teams.
• Comprising approximately 3,000 trading partners and 800+ internal file transfer processes, ensuring reliable and secure data exchange across enterprise systems.

Day to Day job Duties:

Application Support & Operations

• Provide L2/L3 support for RightFax applications and related faxing services.
• Investigate, troubleshoot, and resolve incidents, service requests, and production issues within SLA timelines.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Monitor application performance, fax queues, integrations, and system health proactively.
• Support day-to-day RightFax administration and operational activities.

Application Maintenance

• Perform routine maintenance activities including patch validation, upgrades, configuration reviews, and system optimization.
• Plan and execute RightFax software patching, testing, and deployment activities.
• Manage application health checks and ensure optimal system performance.
• Identify and mitigate capacity, performance, and availability issues.

Incident, Problem & Change Management

• Manage incidents, service requests, problems, and change requests using ITSM tools.
• Coordinate with infrastructure, database, network, and security teams for issue resolution.
• Participate in production releases and change implementation activities.
• Support disaster recovery, failover testing, and business continuity activities.

User & Access Administration

• Create, modify, disable, and manage RightFax user accounts and fax numbers.
• Support access requests, role management, routing configurations, and mailbox management.
• Maintain user profiles, distribution lists, and fax routing configurations.

Vendor & Stakeholder Coordination

• Act as the primary liaison with OpenText/RightFax vendor support for complex issues.
• Coordinate troubleshooting efforts between business users, infrastructure teams, and external vendors.
• Track vendor cases through resolution and communicate status updates to stakeholders.

Basic Qualifications:

• Strong experience supporting OpenText RightFax environments.
• Experience with:
• RightFax Enterprise Manager
• Fax Server Administration
• Fax Routing & DID Configurations
• RightFax Integrations
• Fax Queue Monitoring
• User Administration
• Experience with ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Understanding of application monitoring and alert management tools.

Desired Skills

• Experience supporting RightFax integrations with ERP, EMR/EHR, Document Management, or Enterprise Applications.
• Familiarity with scripting and automation using PowerShell.
• Knowledge of High Availability (HA) and Disaster Recovery (DR) configurations.
• Vendor management experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of application support experience.
• 3+ years of hands-on RightFax administration and support experience.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management skills.

Nice to Have:

• Healthcare enterprise support experience.
• OpenText RightFax certifications.
• Experience supporting large-scale enterprise faxing environments.