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 Senior Technical Support Specialist role at OpenText is more than a job—it’s an opportunity to make a meaningful impact. As a key contributor, you will help deliver and support innovative information management solutions while providing an end to end technical support experience of the highest quality across OpenText products. Every customer interaction is both a technical challenge and a chance to build trust, strengthen relationships, and reinforce OpenText’s commitment to our customers’ success.

WHAT THE ROLE OFFERS
• Support customers using OpenText solutions both on premise and in the cloud, delivering professional, patient, and empathetic service in critical situations.
• Communicate clearly and effectively (written and verbal), documenting cases thoroughly and participating in status and escalation calls as needed.
• Diagnose, reproduce, and resolve complex or escalated issues independently or in collaboration with subject matter experts.
• Act as a primary point of contact, partnering with cross functional teams (e.g., development) to track defects and customer enhancement requests through resolution.
• Serve as an escalation resource and mentor to team members, while contributing to documentation such as processes, best practices, and white papers.
• Provide operational insights to management (queue volume, workload, escalations) and participate in after hours or on call support when required.

WHAT YOU NEED TO SUCCEED
• 5 years of experience working within a technical support environment
• University degree or college diploma within a related discipline or equivalent work experience
• Solid foundation working with Linux, with Windows Operating systems experience being an asset
• Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)
• Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset
• Intermediate to advanced knowledge in at least 2 of the following areas:
• Experience in networking and high availability infrastructure, including traffic analysis tools (Wireshark, Fiddler, Charles) and configuration of proxies and load balancers.
• Strong system administration background with identity and authentication technologies such as Active Directory/LDAP, OAuth, OpenID, and SAML.
• Database management expertise covering backup, restore, high availability, and performance troubleshooting.
• Hands on experience with security implementation and application debugging, including cryptography, PKI/SSL, certificates, and tools such as Eclipse, WinDbg, Postman, and browser developer tools.
• Deliver exceptional customer support with a strong focus on efficiency and first call resolution.
• Thrive in fast paced, evolving environments; adept at multitasking, prioritizing, and quickly learning new concepts.
• Bring a positive, patient, and detail oriented approach with a strong commitment to quality and continuous improvement.

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. Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies

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.