RightFax Production Support / Application Support Engineer

Job Overview

We are looking for a RightFax Production Support / Application Support Engineer with strong experience supporting OpenText RightFax in an enterprise production environment. The engineer will troubleshoot RightFax issues end-to-end, work with multiple technical teams, and ensure fax services remain stable and available.

Key Responsibilities

• Provide end-to-end production support for OpenText RightFax.
• Monitor and troubleshoot inbound and outbound fax processing.
• Resolve failed, stuck, delayed, duplicate, or incomplete faxes.
• Troubleshoot RightFax servers, clients, queues, channels, and services.
• Support RightFax APIs, web services, SMTP, email-to-fax, fax-to-email, and print-to-fax integrations.
• Troubleshoot API connectivity, authentication, requests/responses, and application errors.
• Monitor Windows services, application logs, event logs, and RightFax logs.
• Use SQL queries, network troubleshooting, and Windows Event Viewer to identify issues.
• Troubleshoot connectivity with SMTP, Active Directory, databases, file shares, APIs, and enterprise applications.
• Work with Application, Database, Infrastructure, Network, Security, and Vendor teams to resolve production issues.
• Manage incidents, service requests, problems, and changes using ServiceNow or similar ITSM tools.
• Perform Root Cause Analysis (RCA) for recurring issues and implement permanent fixes.
• Support RightFax upgrades, patches, configuration changes, migrations, and DR activities.
• Manage RightFax users, permissions, fax numbers, routing, and notification settings.
• Support High Availability, failover, backup/restore, and disaster recovery testing.
• Create and maintain support documents, troubleshooting guides, and knowledge articles.
• Participate in 24x7 on-call production support when required.
• Work with OpenText vendor support on complex issues and product defects.

Required Technical Skills

• OpenText RightFax
• RightFax Administration & Troubleshooting
• RightFax API / Developer Tools
• Windows Server
• IIS
• SQL Server / SQL Queries
• SMTP / Email-to-Fax / Fax-to-Email
• TCP/IP, DNS, Firewalls & Network Troubleshooting
• Active Directory
• REST / SOAP APIs
• PowerShell / Scripting
• Application & Infrastructure Monitoring
• ServiceNow / ITIL
• Production Incident & Problem Management
• High Availability & Disaster Recovery

End-to-End Support

The engineer should be able to troubleshoot issues across the complete RightFax flow:

Outbound:
Business Application → API/Web Service → RightFax → Queue → Fax Channel/Modem → External Fax

Inbound:
External Fax → RightFax Channel → RightFax Server → Routing → Email/Application/File Share → Business User

The engineer should be able to identify where the issue is occurring, troubleshoot the problem, coordinate with the appropriate teams, restore service, and document the RCA and preventive actions.