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Sr. Technical Support Specialist (Coding Experience Preferred)

Req id:  2903

Waterloo, ON, CA, N2L 0A1

OPENTEXT - THE INFORMATION COMPANY

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. 

 

Want to work with 85% of the world’s top brands and more than 100,000 customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

 

For more than two decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

 

This position requires strong technical & problem solving skills. Our Senior Technical Analyst position offers you an opportunity to learn all sorts of exciting technology and to learn how to deal with customers. Critical thinking is something that you’ll use daily as often each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environments makes sure that if you get stuck or need some help, you’ll always feel supported.


The Opportunity: 

 

The Senior Technical Analyst 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.

 

 

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.
  • Serve as point of escalation and mentor for others
  • 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
  • Review queues and provide feedback to specialists and management

 

 

What it takes:

 

  • 4+ plus years of similar or relevant experience or demonstrated ability
  • Strong functional expertise with Enterprise products
  • Proven success in a Customer Service role
  • Seen as an advisor/expert in a technical/functional capacity
  • 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 one or more operating system
  • Experience with database product and technology desired.
  • Programming skills or understanding is an asset.
  • Strong troubleshooting and problem-solving skills
  • Eager to learn new technologies
  • Must Have: 3 or more of the following

 

Intermediate to Advanced Knowledge in:

  • Computer Networking
  • Web Administration
  • Active Directory/LDAP
  • DB Management (Backup/Restore)
  • Oracle\MS-SQL experience
  • Application Server experience, deploying apps\supporting them
  • Server technologies: Understanding the bigger picture of network deployments, support in a large environment
  • Windows & *NIX troubleshooting

 

Knowledge in:

  • Infrastructure using High Availability
  • Knowledge in Net Monitoring Tools
  • SMTP Server
  • Wireshark\Fiddler experience
  • Performance troubleshooting
  • SSL Certificates - high level understanding
  • POP3 - Email communication
  • Tomcat

 

 

 

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


OPENTEXT - THE INFORMATION COMPANY

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. 

Perks 
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. 

Benefits 
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 »