Description:
A Senior Technical Support Specialist role at OpenText is more than a job—it’s an opportunity to make a meaningful impact. As a key contributor, you will help deliver and support innovative information management solutions while providing an end to end technical support experience of the highest quality across OpenText products. Every customer interaction is both a technical challenge and a chance to build trust, strengthen relationships, and reinforce OpenText’s commitment to our customers’ success.
What The Role Offers
- Support customers using OpenText solutions both on premise and in the cloud, delivering professional, patient, and empathetic service in critical situations.
- Communicate clearly and effectively (written and verbal), documenting cases thoroughly and participating in status and escalation calls as needed.
- Diagnose, reproduce, and resolve complex or escalated issues independently or in collaboration with subject matter experts.
- Act as a primary point of contact, partnering with cross functional teams (e.g., development) to track defects and customer enhancement requests through resolution.
- Serve as an escalation resource and mentor to team members, while contributing to documentation such as processes, best practices, and white papers.
- Provide operational insights to management (queue volume, workload, escalations) and participate in after hours or on call support when required.
What You Need To Succeed
- 5 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
- Intermediate to advanced knowledge in at least 2 of the following areas:
- Experience in networking and high availability infrastructure, including traffic analysis tools (Wireshark, Fiddler, Charles) and configuration of proxies and load balancers.
- Strong system administration background with identity and authentication technologies such as Active Directory/LDAP, OAuth, OpenID, and SAML.
- Database management expertise covering backup, restore, high availability, and performance troubleshooting.
- Hands on experience with security implementation and application debugging, including cryptography, PKI/SSL, certificates, and tools such as Eclipse, WinDbg, Postman, and browser developer tools.
- Deliver exceptional customer support with a strong focus on efficiency and first call resolution.
- Thrive in fast paced, evolving environments; adept at multitasking, prioritizing, and quickly learning new concepts.
- Bring a positive, patient, and detail oriented approach with a strong commitment to quality and continuous improvement.