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 Lead Technical Support Specialist at OpenText is a high-impact role focused on delivering exceptional technical support and customer experience. You will leverage your expertise to resolve complex issues, collaborate across teams, and support OpenText’s Information Management solutions in line with best practices.
This role primarily supports the Application Security (Fortify) suite, including WebInspect, SAST, DAST, Software Security Center (SSC), and Static Code Analyzer (SCA).

WHAT THE ROLE OFFERS
• Represent OpenText with excellent composure, patience and empathy in highly critical situations
• Isolate, reproduce and analyze complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severity
• Manage delicate customer relationships and clearly document all interactions within the company database. This may include tracking multiple issues and regular status calls.
• Coach and mentor junior members of the team
• Testing of Open Text product issues within various environments for validation and solution purposes.
• Collaborate with other departments and teams in troubleshooting issues.
• Report software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.
• Document and review processes, best practices, white papers, etc. for both internal and customer consumption.
• Provide feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environments
• Design and deliver technical training on existing and new product as required
• Provide after-hours/on call support

WHAT YOU NEED TO SUCCEED
• 7+ years of relevant experience or equivalent demonstrated expertise
• Proven success in a customer-facing role
• Recognized technical/functional subject matter expert
• Strong project leadership skills with cross-team collaboration
• Commitment to knowledge sharing, continuous improvement, and mentoring
• Degree in a technology-related field or equivalent experience

• Technical Expertise (intermediate to advanced in at least three):
• Linux/Windows systems and troubleshooting
• Networking diagnostics (e.g., Wireshark, Fiddler)
• Identity & access management (AD/LDAP, OAuth, SAML)
• Database management (HA, performance, backup/restore)
• Security (PKI, SSL/TLS, certificates)
• High-availability infrastructure (proxies, load balancers)
• Application debugging tools
• Cloud & virtualization (AWS, Azure, GCP, vSphere)
• Containerization (Docker, Kubernetes)
• Additional Assets:
• Programming experience
• Experience with Fortify Application Security tools (WebInspect, SAST, DAST, SSC, SCA)

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 atmosphere is fast paced, but relaxed and casual. We work together in a highly collaborative environment to solve our customers’ issues. Team members are given the flexibility to do things their own way and to make their own decisions. Our culture is social and customer centric.

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: $86,800- $130,200; 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.