Technical Support Specialist

Open Text Corporation • Richmond Hill, ON

32d • CA$60,000 - CA$90,000

About The Position

A Technical Support Specialist role on our OSM Support Team is more than just a support position—it's an opportunity to help customers successfully operate and optimize their mission-critical IT environments. As a key contributor, you'll be instrumental in delivering exceptional technical support, troubleshooting complex challenges, and ensuring customers maximize the value of OpenText's Operations Support Management solutions across on-premises, cloud, and hybrid infrastructures. Working alongside experienced engineers and cross-functional teams, you'll build expertise in enterprise technologies while making a direct impact on customer success and satisfaction.

Requirements

• 2+ years of experience in technical support within a customer-focused environment, with a passion for delivering high-quality customer service.
• Strong analytical, critical thinking, troubleshooting, and diagnostic skills, including experience with log analysis, traces, dumps, and hypothesis-driven problem solving.
• Excellent verbal and written communication skills, with the ability to manage multiple priorities in a dynamic, fast-paced environment.
• Working knowledge of Linux/UNIX operating systems.
• Understanding of enterprise monitoring concepts, including events, alerts, metrics, agents, policies, thresholds, dashboards, availability, performance, and integrations.
• Familiarity with web and application technologies, including web servers, application servers, certificates, TLS/SSL, and authentication concepts.
• Solid understanding of networking fundamentals, including DNS, TCP/IP, ports, firewalls, proxies, load balancers, and connectivity troubleshooting.
• Knowledge of enterprise databases such as PostgreSQL, Oracle, Microsoft SQL Server, Vertica, or similar technologies.
• Familiarity with Kubernetes, Helm, and containerized environments, particularly for modern OSM deployments.
• Experience analyzing logs across product, operating system, application server, and container layers.
• Understanding of High Availability (HA) and Disaster Recovery (DR) architectures.
• Proven ability to adapt to evolving technologies and changing business needs while effectively managing multiple priorities.
• Strong attention to detail, ability to learn quickly, and a continuous desire to expand technical knowledge.

Nice To Haves

• Basic scripting experience with Shell, Python, Perl, PowerShell, or similar scripting languages is preferred.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud is preferred.

Responsibilities

• Provide technical support to customers via phone, email, chat, and remote sessions, addressing complex and escalated issues for OpenText solutions deployed on-premises and in cloud environments.
• Diagnose, isolate, reproduce, and resolve technical issues through advanced troubleshooting, log analysis, and collaboration with subject matter experts when required.
• Act as the primary point of contact for assigned cases, proactively managing customer communications, setting expectations, documenting interactions, and leading status discussions as needed.
• Escalate issues appropriately based on complexity and severity, partnering closely with cross-functional teams to drive timely resolution and identify emerging trends.
• Collaborate with Support, Engineering, Development, and Product teams to replicate issues, document software defects, and support customer enhancement requests through resolution.
• Contribute to Knowledge-Centered Services (KCS) by creating, updating, and maintaining knowledge base content, including documenting new issues, solutions, and best practices.
• Leverage support tools, customer information systems, training resources, and knowledge repositories to efficiently resolve customer issues and promote their effective use across the team.
• Stay current on product updates, internal processes, alerts, and training to support evolving customer and business requirements.
• Serve as a technical resource and escalation point for team members, mentoring others and sharing subject matter expertise to drive team success.
• Maintain strong relationships with customers and internal stakeholders through professional communication, technical leadership, empathy, and a customer-focused approach.
• Demonstrate flexibility to support on-call and after-hours coverage when required to meet customer 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: Mid Level
• Education Level: No Education Listed