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Sr. Technical Support Specialist

Req id:  24424

Waterloo, ON, CA

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. 

 

The Opportunity

The Senior Technical Support Specialist will be responsible for making our customers wildly successful by providing an end to end technical support experience of the highest quality on OpenText products.  Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

This position requires strong technical and problem-solving skills. Our Senior Technical Support Specialist position offers you an opportunity to learn new and exciting technology, while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.

 

You Are Great At

  • You are excited to work with customers who have OpenText solutions on premise and in the cloud
  • You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
  • You have focus and can express empathy to manage customer relationships in highly critical situations.
  • You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity severity.
  • You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer requested features are documented and followed through to resolution as necessary.
  • You can serve as an escalation point and mentor to your teammates for more complex issues.
  • You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption.
  • You can provided insight and feedback to management regarding daily operations in areas such as queue activity, workload and escalations.
  • You feel comfortable providing after hours or on-call support if required.

 

What It Takes

  • 4 years of experience working within a technical support environment
  • University degree or college diploma within a related discipline or equivalent work experience
  • Solid foundation working with Windows Operating Systems, with Unix/Linux experience being an asset
  • Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS)
  • Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
  • Proven experience working in a fluid environment that is ever growing and changing
  • Demonstrated ability to multi-task and prioritize work effectively
  • Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
  • Positive attitude, patience, understanding, dedication, and commitment
  • Intermediate to advanced knowledge in at least 2 of the following areas:
    • Networking; with experience working with monitoring and capture tools such as Wireshark, Fiddler, Charles or other web-related tools
    • Administration; with experience using applications such as Active Directory/LDAP, OpenID, OAuth and SAML, or other authentication mechanisms and their associated protocols
    • Database management; with experience in advanced functions such as backup, restore, high availability and performance debugging
    • Security implementation; with experience working with cryptography, PKI, SSL, and certificates
    • Infrastructures utilizing high availability practices; with experience configuring network appliances such as proxy servers or load balancers
    • Application development or debugging; with experience using tools such as Eclipse, DGB/WinDGB, Postman, or web browser dev tools

 

 

While OpenText is an Equal Opportunity Employer, our efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com.

 

Additionally, OpenText, as a proud US Federal Government contractor, is subject to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com


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 potential. Become an OpenText Navigator.

Apply now »