Sr. Technical Support Specialist

Open Text Corporation • Waterloo, ON

5h • 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: Diagnostic skills using tools such as Wireshark, Fiddler, Charles. System Administration: Identity and access management (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: Tools such as 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,Encase/Tableau, 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.
• Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree