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Senior Technical Support Specialist

Req id:  22268

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 Senior Technical Support Specialist 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 the 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 products 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 products and technology desired.
  • Programming skills or understanding is an asset.
  • Strong troubleshooting and problem-solving skills
  • Eager to learn new technologies


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



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 accomodationrequests@opentext.com).


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.

Join OpenText today.

Apply now »