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Sr. Cloud Support Specialist

Req id:  4373

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. 



Job Description:


OpenText, Inc is seeking a Senior Technical Support Specialist. This position is with the GSS Advanced Resolution support team. This candidate must have Managed Services, Networking and Application Communication expertise, and strong Analytical skills and Operating Systems expertise is essential in this role.

Job Responsibilities:

This Advanced Resolution Technical Support Specialist III position on the AR team is responsible for providing Expert Level technical support for escalated customer issues, answering complex questions on function and data flow via the telephone and/or electronic format. These issues may be due to data error, connectivity, bugs, and even user errors. Must possess extensive analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Will attend Virtual Team Meetings and work more closely with the Service Desks, Product Management, Application/System Operations and Development on a regular basis. Ability to troubleshoot, identify defects, replicate client issues and document for development and operations escalations. Must possess and display an extensive understanding of application functionality, relational database architecture, operating systems, ERP’s, and network communication protocols. In addition, AR Technical Support Specialist should possess subject matter expertise in two or more of those areas. Provides work leadership and product/skills training to other specialists. There may be some travel required to other OpenText locations.


Job Requirements:


  • Experience working with at least one major CRM tool providing case documentation, communication and escalation support.
  • Bachelor’s degree in Computer Science, or related; equivalent related technical experience may be considered in lieu of degree
  • Experience working with at least two major Operating Systems: (Unix – AIX, HPUX, Solaris; Linux – Red hat, Microsoft Windows – Client or Server).
  • Experience working with Network Infrastructures, Networking Technologies, Firewalls, Routers, Switches, Proxy Server, Load balancer, TCP/IP, LAN, WAN.
  • Experience with network monitoring, security services and LAN/WAN network protocols and architectures (TCP-IP, MPLS, BGP, SNMP, OSPF, etc.)
  • Experience working with at least one major Relational Database: (Oracle, DB2, Informix, Sybase, SQL, MS Access).
  • Strong Understanding of structure and experience working with at least two Data Formats: (JSON, XML, XSLT, EDI: (X12, EDIFACT, TRADACOMS, ODETTE), Flat File, UCCNET).
  • Good understanding in principles and implementation of the following Communication Protocol’s: (E-mail/SMTP, HTTP, FTPS, FTP, HTTP/S, SSL, ebXML, IMAP, JMS, BSC, Async, PGP, NAESB, VPN, MQ,).
  • Good understanding in principles of Cloud Technologies/Platforms: (AWS, Azure, Google, etc) and Application Servers, Apache, Tomcat, BEA Weblogic, IBM Websphere, JBoss, IIS.
  • Good understanding working with at least one major development/programming language (COBOL, C++, JAVA Script, PERL Script, VB Script, Shell Script).
  • Good understanding working with at least one major ERP: (SAP/R3, BAAN, JDE, PeopleSoft, Oracle Financials).




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 »