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Sr. Production Support Specialist

Req id:  37711

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 Sr. Production Support Specialist 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, escalations, and requirements concerning the training/technical knowledge for those specialists within the same customer grouping.  The candidate must possess strong analytical and troubleshooting skills and excellent communication skills, both written and verbal.  They must display expertise with the product offering and environments in which they operate.


You are great at: 
•    Providing production monitoring of data, error analysis, and serves as the customer contact for questions on usage, functionality and problems encountered with BN products and services. 
•    Expertise within the product offering and the environments they operate. They must possess and display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
•    Increased role in day-to-day customer relations, escalations, and mentoring/training/technical knowledge.
•    Providing technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreates customer issues & escalates to appropriate level. 
•    Actively participating in self-improvement, process, and technology training programs.
•    Continually striving to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, operating systems, and comms protocols as applicable.
•    Working cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers.
•    Performing other/additional duties and projects that may be periodically assigned.
•    May require on-call and weekend rotation.
•    Mentoring and training lower-level Product Support Specialists.
•    Submiting and writing new content to knowledge base, approve complex knowledge articles
•    Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
•    Must have a good of understanding of all products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
•    Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required
•    Managing or contributing to projects as needed.


What it takes: 
•    College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required. 
•    Minimum of 4 years related experience
•    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 and on call (when necessary)
•    Must be able to exhibit OPENTEXT core values and beliefs
•    Good customer orientation and can work under pressure
•    Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions 
•    Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision
•    Drives to exceed established expectations and set own goals 
•    Navigates through organization 
•    Takes action to build on and strengthen direct relationships
•    Genuinely solicits input, ideas, and opinions from others
•    Understands meanings behind emotion and content
•    Acts as a mentor


OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy 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.

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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