Lead Technical Support Specialist

Open Text Corporation • Waterloo, ON

7h • Remote

About The Position

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).

Requirements

• 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)

Nice To Haves

• Programming experience
• Experience with Fortify Application Security tools (WebInspect, SAST, DAST, SSC, SCA)

Responsibilities

• 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

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