Sr. Technical Support Specialist

Open Text Corporation•Waterloo, ON

1d•$72,160 - $108,240

About The Position

The Customer Success & Support Organization is dedicated to ensuring every customer interaction reflects our commitment to service excellence, partnership, and trust. We take pride in connecting directly with our customers, transforming complex challenges into seamless and successful outcomes that support their business objectives. We strive to deliver a responsive, consistent, and positive customer experience, building confidence and satisfaction with every engagement. Working closely with cross-functional teams, we continuously improve our processes, advocate for our customers, and resolve issues efficiently. We are committed to customer success, accountability, and continuous improvement in everything we do. Your Impact The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers. 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 customer’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

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, with Unix/Linux experience being an asset
Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)
Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Proven experience working in a fluid environment that is ever growing and changing
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; with experience working with monitoring and capture tools such as Wireshark, Fiddler, Charles or other web-related tools Administration; with experience using applications such as Active Directory/LDAP, OpenID, OAuth and SAML, or other authentication mechanisms and their associated protocols Database management; with experience in advanced functions such as backup, restore, high availability and performance debugging Security implementation; with experience working with cryptography, PKI, SSL, and certificates Infrastructures utilizing high availability practices; with experience configuring network appliances such as proxy servers or load balancers Application development or debugging; with experience using tools such as Eclipse, DGB/WinDGB, Postman, or web browser dev tools

Responsibilities

You are excited to work with customers who have OpenText solutions on premise and in 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 customer relationships in highly critical situations.
You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to 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 customer 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 provided 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