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
A Sr. Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to assisting customers in
mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats.

As a Senior Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area.

WHAT THE ROLE OFFERS
• Provide advanced technical support to customers via phone, email, and chat, handling complex and escalated issues
• Troubleshoot and resolve advanced technical problems across OpenText solutions, both on‑premise and cloud
• Serve as a point of escalation, mentoring team members on complex cases when needed
• Own and manage assigned cases independently, following proactive case management best practices and ensuring timely resolution
• Communicate clearly and professionally with customers, demonstrating empathy while managing expectations in critical situations
• Lead and participate in status calls while accurately documenting all customer interactions
• Escalate cases appropriately based on complexity, working closely with internal teams to drive resolution and identify trends
• Collaborate with Development and cross‑functional teams to reproduce issues, document defects, and follow issues through to resolution
• Contribute to Knowledge‑Centered Service (KCS) practices by creating, updating, and maintaining knowledge base content
• Utilize support tools and systems (CRM, customer data, knowledge base, training materials) to troubleshoot effectively
• Stay current on product updates, training, internal alerts, and process changes
• Represent the company as a trusted technical expert, sharing knowledge and building credibility with customers
• Maintain flexibility for on‑call or after‑hours support as business needs require

WHAT YOU NEED TO SUCCEED
• 5+ years of experience supporting complex, enterprise‑level applications in a dynamic, customer‑facing environment; Bachelor’s degree in Science, Technology, Engineering, or a related field preferred.
• Strong expertise in Linux/UNIX variants and Windows Server environments
• Solid database knowledge, including the ability to formulate and execute SQL queries
• Hands‑on experience with Active Directory and/or eDirectory
• Strong understanding of networking concepts and ability to troubleshoot network‑related issues
• Experience supporting web servers (Apache, IIS) and application servers (Tomcat, JBoss)
• Advanced troubleshooting and diagnostic skills using logs, traces, dumps, and root cause analysis techniques
• Familiarity with containerization technologies such as Docker and/or Kubernetes
• Experience with cloud platforms including AWS, Azure, or Google Cloud
• Programming or scripting experience (e.g., Shell, Python, PowerShell) is desirable
• Experience with Identity Management, Access Management, Data Security, Application Security, or SIEM solutions is a plus

Relevant certifications are advantageous:
• Security: CISSP, Security+, CEH, etc.
• Linux: Linux+, RHCE, SCE, SCA, etc.
• Strong passion for delivering high‑quality customer service and technical support
• Excellent verbal and written communication skills, with the ability to adapt messaging to different audiences
• Ability to lead challenging customer conversations with empathy and professionalism

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: $72,160 - $108,240; 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.