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Lead Technical Support Specialist (Security background preferred)

Req id:  11803

Waterloo, ON, CA



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 



The Opportunity: 


The Lead Technical Support Specialist will be responsible for following Standard Operating Procedures to provide end to end highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective, collaborating with others as needed.  The successful candidate will be responsible for the OpenText's EnCase and Tableau product lines. including but not limited to, EnCase Forensic, EnCase Endpoint Investigator, EnCase eDiscovery, and EnCase Endpoint Security.



You are great at: 


  • Represent OpenText with excellent composure, patience and empathy in highly critical situations
  • Isolate, reproduce and analyze complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severity
  • Manage delicate customer relationships and clearly document all interactions within the company database. This may include tracking multiple issues and regular status calls.
  • Testing of Open Text product issues within various environments for validation and solution purposes.
  • Collaborate with other departments and teams in troubleshooting issues.
  • Report software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.
  • Document and review processes, best practices, white papers, etc. for both internal and customer consumption.
  • Provide feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environments
  • Design and deliver technical training on existing and new product as required
  • Provide after-hours/on call support

What it takes:


  • 6+ plus years of similar or relevant experience or demonstrated ability
  • Proven success in a customer facing role
  • Seen as a technical and functional subject matter expert in key technologies
  • Idea driven to lead projects and interact with management involving cross-team collaboration
  • Champion for Knowledge Base and continuous improvement
  • Respected mentor and leader of your peers to review and provide team technical guidance
  • University/College degree technology related or equivalent work experience


Technical Proficiency: 

  • Specialization in one or more technical areas - typically within Product teams being managed
  • Familiarity with multiple operating systems
  • Experience with database product and technology desired.
  • Programming skills or understanding is an asset.
  • Strong troubleshooting and problem-solving skills


Intermediate to Advanced Knowledge in:

  • computer forensic methodology, investigations, processes, legal precedence
  • eDiscovery methodology, investigations, processes, holds, legal precedence
  • Endpoint Security methodology, hardening, whitelists/blacklists, IoC, SEIMs, etc.
  • SQL Server
  • Active Directory, Group Policy, and permissions management
  • Adept with MacOS, Linux (RedHat, SUSE, etc.), Unix (Solaris, AIX, HP-UX), iOS, and/or Android
  • Exchange, O365, SharePoint, OneDrive, GoogleDrive, Box, etc.
  • hardware/software write-blocking for acquisitions, including tools like LinEn/WinEn, and individual Tableau hardware devices
  • forensically sound processes and expectations


Desired certifications:

  • Network+/MCSE/Linux+ RHCE certification, and other applicable certifications
  • CISSP certification
  • KCS certification
  • EnCE certification
  • EnCEP certification
  • CFSR certification

Our culture:

Our atmosphere is fast-paced, but relaxed and casual. We work together in a highly collaborative environment to solve our customers’ issues. Team members are given the flexibility to do things their own way and to make their own decisions. Our culture is social and customer-centric.



At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »