Associate Technical Support Specialist

Open Text is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

At Open Text, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can’t replace to help us shape the future of information management. Join us.

An Associate Technical Support Specialist role at Open Text is more than a job—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll leverage your technical expertise to resolve complex issues, support customers and partners, and help deliver cutting‑edge information management solutions.

• Provide end‑to‑end technical support via phone and email, diagnosing and resolving complex software, application, hardware, data transport, and network issues.
• Own and manage multiple customer cases simultaneously, ensuring accurate documentation, timely updates, and adherence to SLAs.
• Collaborate with Tier 2 and Tier 3 teams on escalations, bug investigations, feature requests, and trend identification.
• Support customers and partners with disaster recovery testing and data protection best practices to ensure successful recovery outcomes.
• Make sound, business‑critical decisions to guide customers on data protection, recovery, and issue resolution strategies.
• Contribute to continuous improvement by maintaining Knowledge Base content, documenting new issues and solutions, and retiring outdated materials.
• Leverage CRM and support tools to document interactions, analyze trends, and consistently meet CSAT and quality KPIs.
• Expand expertise across the Open Text Mid‑Market product portfolio while staying current on training, alerts, and process updates.

• Deliver professional, high‑quality customer support through heavy phone and written communication, effectively handling difficult customers and complex situations while maintaining high customer satisfaction.
• Troubleshoot and support Microsoft 365 applications across Windows and Mac environments, including Outlook, Teams, One Drive, SharePoint, Intune, and mobile email configuration on iOS and Android devices.
• Administer and support Microsoft 365 environments using the Admin Center, with strong knowledge of Active Directory, Microsoft Exchange, DNS, and email routing.
• Analyze and resolve issues by defining problems, gathering data, evaluating root causes, and communicating solutions clearly to customers and partners.
• Demonstrate strong verbal and written communication skills in English; additional language proficiency (Spanish, French, or German) is an asset.
• Nice to have, but not required:
  Microsoft certifications and experience with Intune/Entra, Azure AD Connect, SharePoint/One Drive, Teams administration, Power Automate, and network security/antivirus tools.

Open Text is more than just a corporation; it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. We’re seeking driven professionals who view this role as a long‑term career opportunity and are motivated to develop their technical expertise with Open Text.

Open Text’s commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at

At Open Text, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found…