Sr. Technical Support Specialist

Open Text Corporation • Waterloo, ON

3d

About The Position

A Sr. Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to assisting customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats. As a Senior Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area.

Requirements

• 5+ years of experience supporting complex, enterprise‑level applications in a dynamic, customer‑facing environment
• Strong expertise in Linux/UNIX variants and Windows Server environments
• Solid database knowledge, including the ability to formulate and execute SQL queries
• Hands‑on experience with Active Directory and/or eDirectory
• Strong understanding of networking concepts and ability to troubleshoot network‑related issues
• Experience supporting web servers (Apache, IIS) and application servers (Tomcat, JBoss)
• Advanced troubleshooting and diagnostic skills using logs, traces, dumps, and root cause analysis techniques
• Familiarity with containerization technologies such as Docker and/or Kubernetes
• Experience with cloud platforms including AWS, Azure, or Google Cloud
• Strong passion for delivering high‑quality customer service and technical support
• Excellent verbal and written communication skills, with the ability to adapt messaging to different audiences
• Ability to lead challenging customer conversations with empathy and professionalism

Nice To Haves

• Bachelor’s degree in Science, Technology, Engineering, or a related field preferred
• Programming or scripting experience (e.g., Shell, Python, PowerShell) is desirable
• Experience with Identity Management, Access Management, Data Security, Application Security, or SIEM solutions is a plus
• Relevant certifications are advantageous: Security: CISSP, Security+, CEH, etc.
• Linux: Linux+, RHCE, SCE, SCA, etc.

Responsibilities

• Provide advanced technical support to customers via phone, email, and chat, handling complex and escalated issues
• Troubleshoot and resolve advanced technical problems across OpenText solutions, both on‑premise and cloud
• Serve as a point of escalation, mentoring team members on complex cases when needed
• Own and manage assigned cases independently, following proactive case management best practices and ensuring timely resolution
• Communicate clearly and professionally with customers, demonstrating empathy while managing expectations in critical situations
• Lead and participate in status calls while accurately documenting all customer interactions
• Escalate cases appropriately based on complexity, working closely with internal teams to drive resolution and identify trends
• Collaborate with Development and cross‑functional teams to reproduce issues, document defects, and follow issues through to resolution
• Contribute to Knowledge‑Centered Service (KCS) practices by creating, updating, and maintaining knowledge base content
• Utilize support tools and systems (CRM, customer data, knowledge base, training materials) to troubleshoot effectively
• Stay current on product updates, training, internal alerts, and process changes
• Represent the company as a trusted technical expert, sharing knowledge and building credibility with customers
• Maintain flexibility for on‑call or after‑hours support as business needs require

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