Sr. Production Support Specialist

Open Text Corporation • Richmond Hill, ON

10h • CA$60,000 - CA$90,000

About The Position

As a Sr. Production Support Specialist at OpenText, you will play a critical role in delivering exceptional technical support experiences that strengthen customer trust and long-term partnerships. This is more than just resolving technical issues—you’ll act as a trusted advisor, ensuring seamless operations for enterprise customers while influencing product and process improvements. Your expertise will directly contribute to customer success, operational excellence, and the reliability of cutting-edge information management solutions used by global organizations.

Requirements

• Bachelor’s degree in a technical field (e.g., Computer Science) or equivalent combination of education and strong technical aptitude
• 4+ years of experience in technical support, production support, or a related role
• Solid knowledge of operating systems (Unix/Linux, Windows, AIX), networking fundamentals, and communication protocols (TCP/IP, SSL/TLS, FTP/SFTP, DNS, etc.)
• Hands-on experience with databases such as Oracle and MS SQL Server
• Strong analytical, troubleshooting, and problem-solving skills, with the ability to manage complex technical issues
• Effective communication skills with the ability to explain technical concepts to both technical and non-technical audiences
• Flexibility to work rotating shifts, on-call schedules, and manage high-pressure situations

Nice To Haves

• Familiarity with EDI concepts, mapping, and processing is preferred

Responsibilities

• Deliver high-quality, end-to-end technical support by diagnosing and resolving complex customer issues within SLA commitments
• Act as the escalation point for Customer Support, Cloud Service Delivery, Operations, and Product Development teams
• Apply structured troubleshooting and critical thinking to identify root causes and implement sustainable solutions
• Proactively identify recurring issues, trends, and opportunities for process or system improvements
• Maintain accurate and detailed documentation of incidents, troubleshooting steps, and resolutions using logging tools
• Collaborate across teams and contribute to knowledge-sharing initiatives, including documentation, FAQs, and training materials
• Support organizational priorities by participating in special projects, mentoring peers, and improving team capabilities

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