Lead Technical Support Specialist

Open Text Corporation • Waterloo, ON

1d

About The Position

A Lead Technical Support Specialist role at OpenText is more than just a position—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll help deliver end to end, high quality technical support for OpenText Bricata products, playing a vital role in enabling cutting edge information management solutions. This role goes beyond technical problem solving, focusing equally on delivering an exceptional customer experience. OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. You will join an established team that provides world-class customer support through technical assistance to external customers, and other departments, via phone, e-mail, and support portal message board. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

Requirements

• 7+ plus years of similar or relevant experience or demonstrated ability
• Proven success in a customer facing role
• Seen as a technical and functional subject matter expert in key technologies
• Idea driven to lead projects and interact with management involving cross-team collaboration
• Champion for Knowledge Base and continuous improvement
• Respected mentor and leader of your peers to review and provide team technical guidance
• University/College degree technology related or equivalent work experience
• Strong knowledge of computer hardware components and operating system best practices
• Strong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topology
• Proficiency with most current versions of Microsoft Windows and Server
• Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers
• Web technologies such as web servers, browsers, etc.
• Networking protocols, architecture, and devices such as load balancers
• Enterprise software solution architectures
• Familiarity with cluster and Disaster Recovery architectures and concepts

Responsibilities

• Delivered high quality technical support to customers with varying levels of technical expertise, ensuring a positive support experience.
• Troubleshot and resolved complex technical issues, clearly scoping and diagnosing problems end to end.
• Led regular conference calls, customer business reviews, and issue review discussions.
• Collaborated closely with Engineering, Development, and Product Management to escalate issues and drive product improvements.
• Communicated product deficiencies, enhancements, and support insights clearly and effectively.
• Created and maintained support resources, including training materials, knowledge base articles, and documentation.
• Utilized virtual environments and VMs to replicate issues and maintain an effective support workspace.
• Demonstrated patience, professionalism, and a customer centric approach while managing escalations and ongoing requests.
• Actively participated in coaching and knowledge sharing to improve problem identification and expectation setting.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing
• Compensation programs, including variable and commission compensation opportunities for eligible roles
• Vacation entitlement
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree