Sr. Technical Support Specialist
OpenText Voir toutes les offres
- Waterloo, ON
- 63.140-103.730 $ par an
- Permanent
- Temps-plein
A Sr. Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to assisting customers in
mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats.
As a Senior Technical Support Specialist, you will conduct troubleshooting, gather diagnostics, reproduce problems, diagnose faults and escalate software change requests to OpenText Product Engineering, and test software patches for customers. You will be recognized by your peers as an expert in your chosen product area.WHAT THE ROLE OFFERS
Provide advanced technical support to customers via phone, email, and chat, handling complex and escalated issues
Troubleshoot and resolve advanced technical problems across OpenText solutions, both on‑premise and cloud
Serve as a point of escalation, mentoring team members on complex cases when needed
Own and manage assigned cases independently, following proactive case management best practices and ensuring timely resolution
Communicate clearly and professionally with customers, demonstrating empathy while managing expectations in critical situations
Lead and participate in status calls while accurately documenting all customer interactions
Escalate cases appropriately based on complexity, working closely with internal teams to drive resolution and identify trends
Collaborate with Development and cross‑functional teams to reproduce issues, document defects, and follow issues through to resolution
Contribute to Knowledge‑Centered Service (KCS) practices by creating, updating, and maintaining knowledge base content
Utilize support tools and systems (CRM, customer data, knowledge base, training materials) to troubleshoot effectively
Stay current on product updates, training, internal alerts, and process changes
Represent the company as a trusted technical expert, sharing knowledge and building credibility with customers
Maintain flexibility for on‑call or after‑hours support as business needs requireWHAT YOU NEED TO SUCCEED
5+ years of experience supporting complex, enterprise‑level applications in a dynamic, customer‑facing environment; Bachelor’s degree in Science, Technology, Engineering, or a related field preferred.
Strong expertise in Linux/UNIX variants and Windows Server environments
Solid database knowledge, including the ability to formulate and execute SQL queries
Hands‑on experience with Active Directory and/or eDirectory
Strong understanding of networking concepts and ability to troubleshoot network‑related issues
Experience supporting web servers (Apache, IIS) and application servers (Tomcat, JBoss)
Advanced troubleshooting and diagnostic skills using logs, traces, dumps, and root cause analysis techniques
Familiarity with containerization technologies such as Docker and/or Kubernetes
Experience with cloud platforms including AWS, Azure, or Google Cloud
Programming or scripting experience (e.g., Shell, Python, PowerShell) is desirable
Experience with Identity Management, Access Management, Data Security, Application Security, or SIEM solutions is a plus
Relevant certifications are advantageous:
Security: CISSP, Security+, CEH, etc.
Linux: Linux+, RHCE, SCE, SCA, etc.
Strong passion for delivering high‑quality customer service and technical support
Excellent verbal and written communication skills, with the ability to adapt messaging to different audiences
Ability to lead challenging customer conversations with empathy and professionalismONE LAST THING
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.Salary Range: $63,140 - $103,730; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.