Manager, Technical Support

Open Text Corporation • Waterloo, ON

4d

About The Position

A Manager Technical Support 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 and overseeing the operations of the Qfiniti Support team. This includes managing team members, prioritizing work, and handling escalated and large accounts, as well as interfacing with customers and ensuring compliance with OpenText Customer Support policies. This person must be able to understand technical concepts and be comfortable managing challenging situations while remaining customer-focused.

Requirements

• 8+ years of relevant experience with strong technical expertise
• Experience with relational databases (Oracle, MS SQL Server) and Unix/Windows servers
• Knowledge of web technologies, networking protocols, and enterprise architectures
• Familiarity with cloud deployments, clustering, and disaster recovery concepts
• Understanding of security compliance and validated enterprise environments
• Experience with Enterprise Content Management (ECM) solutions
• Proven ability to lead technical teams and build strong team collaboration
• Experience handling customer-facing roles and C-level escalations
• Strong communication, interpersonal, and customer management skills
• Highly organized, with the ability to manage multiple projects and escalations in fast-paced environments
• Exposure to Six Sigma and/or project management methodologies

Nice To Haves

• Creative thinker and able to adapt to change

Responsibilities

• Oversee the operations of a highly technical Customer Support team, encompassing escalation management, time management, issue prioritization, and policy compliance.
• Deliver a customer-centered philosophy.
• Manage all customer relations for customer problems that are escalated to your attention, including developing action plans, informing customers of plans, and keeping them apprised of progress.
• Develop standard operating procedures for the Open Text Customer Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• Provide leadership and facilitate open communication between technical resources within the group and other departments within Open Text.
• Work with Development and Product Management to drive customer issues.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Details about compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off will be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed