Senior Cloud Support Specialist-Automation and AI

Open Text Corporation•Waterloo, ON

3d•$72,160 - $108,240

About The Position

We are seeking an experienced Senior Cloud Support Specialist with a focus on Automation and AI to serve as the critical bridge between our Business Network customers, internal support operations, and core engineering teams. In this role, you will diagnose and resolve complex application and integration issues, build and maintain automation workflows, and help us integrate AI-driven tooling into day-to-day support operations.

Requirements

5+ years in Support Engineering, Software Engineering, or Technical Customer Support, with hands-on experience in prompt engineering, supporting AI/LLM-based applications in production environments.
Solid understanding of AI architecture including Retrieval-Augmented Generation (RAG), agentic workflows, and API integrations.
Proficiency in writing diagnostic/automation scripts (e.g., Python, Bash).
Expertise in X12, EDIFACT, AS2/SFTP, Cloud Infrastructure, GCP
Exceptional communication skills with the ability to bridge complex technical concepts to non-technical stakeholders and enterprise clients
Bachelor’s degree in Computer Science

Responsibilities

Identify recurring support friction points and design automated solutions to eliminate repetitive, manual troubleshooting tasks.
Design, build, and maintain automation scripts that reduce manual support toil and improve mean-time-to-resolution
Develop and refine AI-assisted tooling for log analysis, anomaly detection, and support ticket summarization
Build and manage backend actions and integrations that enable AI agents to execute tasks in enterprise business systems.
Analyze operational metrics and incident RCAs, refine prompts, and update escalation playbooks.
Collaborate with product and engineering teams to feed operational insights back into platform improvements
Serve as an internal subject matter expert, training level-1 and level-2 support teams on the effective use of AI tools.
Accelerate adoption of AI tooling and automation capabilities across the organization.