Description:
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.
What The Role Offers
- 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.
- On-Call and Holiday Coverage: 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.
What You Need To Succeed
- 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.