Senior Technical Support Specialist

Open Text Corporation•Waterloo, ON

2d•CA$72,160 - CA$108,240

About The Position

The Senior Technical Support Specialist will be responsible for making our clients wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a client’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our clients. This position requires strong technical and problem-solving skills. Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each client’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported. You are excited to work with clients who have OpenText solutions on premise and on the cloud. You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls. You have focus and can express empathy to manage client relationships in highly critical situations. You are familiar with isolating, reproducing, and analyzing complex or escalated issues through resolution, either through direct ownership or with assistance from an expert, depending on complexity severity. You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and client requested features are documented and followed through to resolution as necessary. You can serve as an escalation point and mentor to your teammates for more complex issues. You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption. You can provide insight and feedback to management regarding daily operations in areas such as queue activity, workload, and escalations. You feel comfortable providing after-hours or on-call support if required.

Requirements

4 years of experience working within a technical support environment.
University degree or college diploma within a related discipline or equivalent work experience.
Solid foundation working with Windows Operating Systems.
Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS) is beneficial.
Experience working with relational databases such as Microsoft SQL Server.
Strong desire to provide exceptional client support efficiently with a high focus on first call resolution.
Proven experience working in a fluid environment that is ever growing and changing with minimal oversight.
Demonstrated ability to multi-task and prioritize work effectively.
Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.
Positive attitude, patience, understanding, dedication, and commitment.
Intermediate to advanced knowledge in at least 2 of the following areas: Networking; Administration; Database management; Security implementation; Infrastructures utilizing high availability practices.

Nice To Haves

Unix/Linux experience.
Oracle experience.
Experience working with monitoring and capture tools such as Wireshark, Fiddler or other web-related tools.
Experience using applications such as Active Directory/LDAP, OpenID, OAuth and SAML, or other authentication mechanisms and their associated protocols.
Experience in advanced database management functions such as backup, restore, high availability and performance debugging.
Experience working with cryptography, PKI, SSL, and certificates.
Experience configuring network appliances such as proxy servers or load balancers.

Responsibilities

Provide an end-to-end technical support experience of the highest quality on OpenText products.
Address client concerns, building on and strengthening relationships and partnerships.
Isolate, reproduce, and analyze complex or escalated issues through resolution.
Act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development.
Ensure software defects and client requested features are documented and followed through to resolution.
Serve as an escalation point and mentor to teammates for more complex issues.
Objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.
Provide insight and feedback to management regarding daily operations.
Provide after-hours or on-call support if required.