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Sr. Technical Support Specialist (EDI Knowledge Required)

Req id:  3614

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. 


OpenText is seeking a  Senior Technical Support Specialist. The Senior Technical Support Specialist is a Level 3 technical support position. This role is responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondence (both electronic and phone) as well as deep dive investigation of issues stemming from production failures. Leading platform support calls and triage efforts.


Must possess moderately strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Knowledge of EDI soluions is a requirement for this position. Senior Technical Support Specialist must possess and display an understanding of application functionality, relational database architecture, operating systems, and communication protocols. The employee is expected to provide after hour support based on an on-call rotation schedule and is expected to carry a company provided pager or cell phone for escalation purposes. The position is for 1st shift and is also expected to work share of weekends and holidays in a rotating fashion.


You are great at: 

  • Able to take escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
  • Resolve tickets within SLA and identify escalation when needed
  • Follow defined processes as determined by the leadership team to ensure integrity and quality of work
  • Identify possible improvements to processes and applications to team members and leadership.
  • Proactively identify possible problems and raise issues to appropriate teams
  • Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue
  • Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements
  • Manage work to meet milestones and keep management informed of issues and status
  • Employ proper troubleshooting steps to solve complex problems involving broad product knowledge
  • Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s and training materials
  • Mentor NOC and Business Network Support by sharing information and assisting in troubleshooting to improve overall knowledge within the organization
  • Participate on special project teams for support or corporate initiatives as such projects arise
  • Mentor and train Associate and Intermediate Technical Support Specialists
  • Document processes or errors to assist in team members everyday responsibilities
  • Maintain Documentation for accuracy and completeness in an ever-changing environment


What it takes

  • College/University graduate of a 4 year technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a 4 year degree and a strong technical aptitude is required
  • Minimum of 4 years related experience preferably in EDI solutions 
  • Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning and project
  • Working knowledge of and experience with one or more of the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (AIX, MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Applications, EDI mapping, EDI processing, Voice Message processing, SMS processing and Fax processing
  • Working knowledge of and experience with Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, Kerberos, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2
  • Working knowledge of and experience with one or more of the following databases: Oracle, MS SQL Server and IBM DB2
  • Working knowledge of and experience with one or more of the following Application Servers: Tomcat, Weblogic Server and Websphere AS
  • Working knowledge of and experience with one or more of the following programming languages: SQL, JavaScript and C++, Perl and VB
  • Established technical problem solving and critical thinking skills, including the ability to think creatively to find solutions
  • Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be technical
  • EDI knowledge, Voice Messaging knowledge, SMS knowledge or Fax processing knowledge preferred
  • Must be able to work the night shift, shift rotation, on call and overtime (when necessary)
  • Good customer orientation and can work under pressure
  • Has moderately high degree of deductive reasoning ability, critical thinking capacity and initiative to solve problems and determine appropriate solutions



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 »