OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT
At OpenText, a Senior Technical Support Specialist role goes beyond day-to-day responsibilities—it’s a chance to make a real difference. We are looking for a Level 3 Senior Technical Support Specialist to support our modern Fax solutions that are essential to the operations of leading medical and financial institutions. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform supports calls and triage efforts.

WHAT THE ROLE OFFERS
• Manage and prioritize high severity incidents and escalations for critical outages, ensuring timely resolution within SLA and appropriate escalation when required
• Adhere to established operational processes to maintain service quality, while proactively identifying opportunities for process and application improvements
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s, and training materials.
• Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization
• Participate in special project teams for support or corporate initiatives.
• Ability to train and be trained, mentor and be mentored as knowledge progresses.

WHAT YOU NEED TO SUCCEED
• Minimum of 5 years’ experience in technical or IT support roles
• Knowledge of Telephony protocols and infrastructure is highly valued
• Knowledge of the OpenText Fax (RightFax) product is preferred, but not necessary.
• MCSE and CCNA certifications are highly valued
• College/University graduate of a 4-year technical degree (e.g. computer science) preferred
• Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems.
• Working knowledge of and experience with many of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (MS Windows Client, Windows server), Computer Hardware, Microsoft Office, Voice Message processing, SMS processing and Fax processing
• Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, Kerberos, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2
• Working knowledge of and experience with Microsoft SQL and Windows Server IIS
• Strong customer focus with the ability to perform effectively under pressure; solid deductive reasoning and problem solving skills

ONE LAST THING
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $63,140 - $103,730; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.