Sr. Technical Support Specialist

Opentext - The Information Company

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.

The Senior Technical Support Specialist provides advanced technical troubleshooting and resolution for Open Text products across on-premises and cloud environments. This role requires deep technical expertise, structured problem-solving, and the ability to deliver durable solutions for complex customer scenarios. You will engage with enterprise-level organizations and work with modern technologies in a high-availability, mission-critical context.

• Deliver end-to-end technical support for Open Text solutions, ensuring adherence to SLAs and quality standards.
• Communicate clearly and professionally in writing and verbally; maintain accurate documentation for all interactions and technical resolutions.
• Manage escalated customer situations with precision and composure; act as primary contact during critical incidents.
• Isolate, reproduce, and resolve complex technical issues independently or in collaboration with product engineering teams.
• Collaborate across product and functional teams to document and resolve software defects and feature requests.
• Serve as escalation point and mentor for advanced technical issues.
• Author and review technical documentation, best practices, and knowledge articles for internal and external audiences.
• Provide operational feedback to management on workload, queue health, and escalation trends.
• On-Call and Holiday Coverage:
  Participate in scheduled on-call rotation and provide technical support during designated holidays as part of coverage requirements. Frequency may vary based on team size and operational needs.

• Minimum 4 years in technical support or equivalent technical troubleshooting role.
• Degree or diploma in a related discipline or equivalent experience.
• Strong foundation in Windows and Unix/Linux operating systems.
• Proficiency with web servers (Tomcat, IIS) and relational databases (Microsoft SQL Server, Oracle).
• Demonstrated ability to work in dynamic environments with shifting priorities.
• Advanced written and verbal communication skills for technical and customer-facing contexts.
• High attention to detail and ability to learn new technologies quickly.

Intermediate-to-advanced proficiency in at least three of the following areas:

• Networking:
  Diagnostic skills using tools such as Wireshark, Fiddler, Charles.
• System Administration:
  Identity and access management (Active Directory/LDAP, OpenID, OAuth, SAML).
• Database Management:
  Backup/restore, high availability configuration, performance tuning.
• Security: PKI, SSL/TLS, certificate lifecycle management.
• High-Availability Infrastructure:
  Proxy servers, load balancers.
• Application Debugging:
  Tools such as Eclipse, Win Dbg, Postman, browser developer tools.
• Virtualization and Cloud: vSphere, AWS, Azure, GCP.
• Containerization:
  Docker, Kubernetes cluster deployment, orchestration, and troubleshooting at scale.

• Knowledge of Open Text cyber security software suites:
  Arc Sight, Fortify, IAM, and/or Voltage.

Our atmosphere is fast paced, but relaxed and casual. We work together in a highly collaborative environment to solve our customers’ issues. Team members are given the flexibility to do things their own way and to make their own decisions. Our culture is social and customer centric.

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…