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Production Support Specialist (EDI Knowledge preferred)

Req id:  8240

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. 



Serves as the customer contact for questions on usage, functionality and problems encountered with OPENTEXT products and services. In addition, the position will require increased roles in day-to-day customer relations and escalations and requirements concerning the training/technical knowledge for those specialists within the same customer grouping.


You're Great at: 

  • Responsible for providing technical support for an OpenText B2B EDI related solution
  • Manage any directly connected inbound Trading Partner call/incident/request that is B2B, EDI, Connectivity for B2B, or general B2B inquiry, break/fix and triage per severity levels and SLA with customer.
  • Use integrated support process to track End-to-End file flow across platforms nd display end to end ownership
  • Ineract directly with customers and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OPENTEXT products
  • The Technical Support Specialist must be able to effectively communicate technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries
  • When necessary, the technical support specialist needs to work with internal OPENTEXT teams to satisfy the customer’s needs
  • Actively invove themselves in special projects to identify product defects or enhancements and work with the Product Management group for resolution.
  • Be the point of contact of the team in the absence of the team’s supervisor and/or manager


What it takes:  

  • Minimum of 2 years of external facing technical support exprience
  • Strong knowledge of Linux OS and servers 
  • Knowledge of SAP is a bonus skill
  • College/University graduate of a technical degree (eg. computer science) preferred
  • Must demonstrate very good problem solving, analytical and organizational skills
  • Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
  • EDI knowledge preferred.
  • Must be able to work the night shift, shift rotation, holidays (when necessary)



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 »