Description:
A Senior Technical Support Specialist at OpenText is more than a support role—it's an opportunity to become a trusted technical advisor for some of the world's largest organizations. You will play a critical role in helping clients maximize the value of their OpenText Operations Service Management (OSM) solutions, ensuring the reliability, visibility, and performance of their most critical IT services. Through technical expertise, collaboration, and client advocacy, you'll directly influence client success while helping drive operational excellence across complex enterprise environments.
What The Role Offers
- Deliver expert-level technical support and guidance for OpenText OSM solutions, helping clients maintain and optimize mission-critical IT operations.
- Troubleshoot and resolve complex software, infrastructure, and integration challenges across on-premises, cloud, and hybrid environments.
- Serve as a trusted escalation point for clients and team members, driving timely resolution of high-impact and business-critical issues.
- Collaborate with Product Development and cross-functional teams to investigate defects, validate solutions, and influence product improvements.
- Lead client communications during critical situations, building confidence and strengthening long-term client relationships.
- Contribute to operational excellence by creating and enhancing knowledge base content, promoting best practices, and driving continuous improvement initiatives.
- Mentor and support peers by sharing technical expertise, fostering team growth, and helping elevate overall support capabilities.
What You Need To Succeed
- 5+ years of experience in technical support, enterprise software support, or a related client-facing technical role.
- Strong troubleshooting, diagnostic, and analytical skills, with experience investigating and resolving complex technical issues across software, infrastructure, and integrated environments.
- Solid knowledge of Linux operating systems, including log analysis, performance troubleshooting, and system administration concepts.
- Understanding of networking fundamentals such as DNS, TCP/IP, ports, firewalls, proxies, load balancers, and connectivity troubleshooting.
- Experience working with enterprise technologies including databases (PostgreSQL, Oracle, Microsoft SQL Server, or similar), web and application servers, and authentication or TLS/SSL concepts.
- Familiarity with enterprise monitoring and observability concepts, including events, metrics, alerts, topology, discovery, agents, integrations, and operational intelligence platforms.
- Experience with cloud and modern deployment technologies, including AWS, Azure, Google Cloud, Kubernetes, containers, and High Availability/Disaster Recovery environments; exposure to scripting or automation using Python, PowerShell, Shell, Perl, or similar technologies is an asset.
- Excellent communication, client relationship management, and collaboration skills, with the ability to manage multiple priorities, lead technical discussions, and work effectively across teams.