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Supervisor, Production Support

Req id:  28731

Waterloo, ON, CA



Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.





The Opportunity 

As a Production Support Supervisor, you will lead a team of Customer Support Representatives and assist them in their daily functions and career development. You will take the knowledge and experiences you have gained supporting our products and customers and develop your team to continually provide world class support. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system, you will be spared no effort in your pursuit of continued success. You will:

  • Meet defined goals for KPIs that demonstrate world-class support
  • Take ownership of contacts that require management assistant and drive appropriate resolution
  • Collaborate with other departments to ensure the Customer Support Representatives have the tools, support, and leadership they need to be successful
  • Provide continuous guidance to Customer Support Representatives for on-the-job assistance and career development
  • Maintain a focus on identifying opportunities to drive continuous improvement within the business and owning the execution of solutions
  • Participate in the content creation lifecycle for support documentation

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Production Support Supervisor is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude, is passionate about developing the skillsets of others, and continuously seeks opportunities to improve the customer experiences we provide.

You Are Great At

  • Effectively interviewing, onboarding, and setting up new Customer Support Representatives for success utilizing the Modern Work Interview and Onboarding Guide, ensuring team members are provided the appropriate support and training necessary to perform their jobs.
  • Develop members of your team to ensure they are an effective resource for agents and are driving business improvements through SMART goals and consistent feedback
  • Lead Team meetings and technical discussions regarding current issues and training topics
  • Conduct 1:1 meeting with employees to review performance, provide feedback regarding strengths and opportunities, and set goals
  • Conduct quality reviews to support successful performance through call monitoring, coaching, and training
  • Perform daily analysis of key performance indicators/metrics to ensure high performance
  • Meet and exceed defined goals for set KPIs (CSAT, SL, On-Time, Quality, ABS, etc.)
  • Identify opportunities for employee career development and provide stretch assignments/goals to help develop employees to explore career development opportunities
  • Remain current on internal alerts regarding internal processes, product updates trainings, and process changes that are designed to prepare you for the evolving requirements of the role
  • Take ownership of internal and external contacts that require management assistance and drive appropriate resolution
  • Collaborate with other departments to ensure the Customer Support Representatives have the tools, support, and leadership they need to be successful
  • Provide continuous guidance to Customer Support Representatives for on-the-job assistance and career development
  • Participate in the content creation lifecycle for support documentation

What It Takes

  • A track record of good judgment and decision-making in positions with significant responsibility
  • Highly autonomous and able to independently identify high value projects and drive them to completion
  • Demonstrated people leadership capability in cross-functional team environments
  • High degree of comfort with complex technical environments
  • Having, and being able to, articulate/defend an informed opinion on important topics

Skills & Experience: 

  • Associate degree in business or related field or equivalent with at least 2-3 years of customer applications support experience. Advanced degree desirable 
  • Previous people management experience preferred
  • Knowledge and experience in backup and recovery, cloud-based solutions, and services
  • Proficient with Microsoft Windows Operating Systems and Microsoft Office Suite
  • Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
  • Manage escalated customers with diplomacy and professionalism
  • Strong verbal and written communication skills
  • Ability to define problems, gather data, establish facts, and draw valid conclusions
  • A willingness to train and mentor those around you to develop the same attributes you deliver of leadership, problem solving and professionalism




OpenText's 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

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter an OpenText office. Accommodations may be available for specific roles.


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 potential. Become an OpenText Navigator.

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