Sr. Technical Support Specialist

Open Text Corporation • Waterloo, ON

23h • CA$72,160 - CA$108,240

About The Position

The Senior Technical Support Specialist provides advanced technical troubleshooting and resolution for OpenText products across on-premises and cloud environments. This role requires deep technical expertise, structured problem-solving, and the ability to deliver durable solutions for complex customer scenarios. You will engage with enterprise-level organizations and work with modern technologies in a high-availability, mission-critical context.

Requirements

• Minimum 4 years in technical support or equivalent technical troubleshooting role.
• Degree or diploma in a related discipline or equivalent experience.
• Strong foundation in Windows and Unix/Linux operating systems.
• Proficiency with web servers (Tomcat, IIS) and relational databases (Microsoft SQL Server, Oracle).
• Demonstrated ability to work in dynamic environments with shifting priorities.
• Advanced written and verbal communication skills for technical and customer-facing contexts.
• High attention to detail and ability to learn new technologies quickly.
• Intermediate-to-advanced proficiency in at least three of the following areas: Networking (Wireshark, Fiddler, Charles), System Administration (Active Directory/LDAP, OpenID, OAuth, SAML), Database Management (Backup/restore, high availability configuration, performance tuning), Security (PKI, SSL/TLS, certificate lifecycle management), High-Availability Infrastructure (Proxy servers, load balancers), Application Debugging (Eclipse, WinDbg, Postman, browser developer tools), Virtualization and Cloud (vSphere, AWS, Azure, GCP), Containerization (Docker, Kubernetes cluster deployment, orchestration, and troubleshooting at scale).

Nice To Haves

• Knowledge of OpenText cyber security software suites: ArcSight, Fortify, IAM, and/or Voltage.

Responsibilities

• Deliver end-to-end technical support for OpenText solutions, ensuring adherence to SLAs and quality standards.
• Communicate clearly and professionally in writing and verbally; maintain accurate documentation for all interactions and technical resolutions.
• Manage escalated customer situations with precision and composure; act as primary contact during critical incidents.
• Isolate, reproduce, and resolve complex technical issues independently or in collaboration with product engineering teams.
• Collaborate across product and functional teams to document and resolve software defects and feature requests.
• Serve as escalation point and mentor for advanced technical issues.
• Author and review technical documentation, best practices, and knowledge articles for internal and external audiences.
• Provide operational feedback to management on workload, queue health, and escalation trends.
• Participate in scheduled on-call rotation and provide technical support during designated holidays as part of coverage requirements. Frequency may vary based on team size and operational needs.

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: Senior
• Education Level: Associate degree