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.

AI-First. Future-Driven. Human-Centered.

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.

A Technical Support Specialist role on our OSM Support Team is more than just a support position—it's an opportunity to help customers successfully operate and optimize their mission‑critical IT environments. As a key contributor, you'll be instrumental in delivering exceptional technical support, troubleshooting complex challenges, and ensuring customers maximize the value of Open Text's Operations Support Management solutions across on‑premises, cloud, and hybrid infrastructures.

Working alongside experienced engineers and cross‑functional teams, you'll build expertise in enterprise technologies while making a direct impact on customer success and satisfaction.

• Provide technical support to customers via phone, email, chat, and remote sessions, addressing complex and escalated issues for Open Text solutions deployed on‑premises and in cloud environments.
• Diagnose, isolate, reproduce, and resolve technical issues through advanced troubleshooting, log analysis, and collaboration with subject matter experts when required.
• Act as the primary point of contact for assigned cases, proactively managing customer communications, setting expectations, documenting interactions, and leading status discussions as needed.
• Escalate issues appropriately based on complexity and severity, partnering closely with cross‑functional teams to drive timely resolution and identify emerging trends.
• Collaborate with Support, Engineering, Development, and Product teams to replicate issues, document software defects, and support customer enhancement requests through resolution.
• Contribute to Knowledge‑Centered Services (KCS) by creating, updating, and maintaining knowledge base content, including documenting new issues, solutions, and best practices.
• Leverage support tools, customer information systems, training resources, and knowledge repositories to efficiently resolve customer issues and promote their effective use across the team.
• Stay current on product updates, internal processes, alerts, and training to support evolving customer and business requirements.
• Serve as a technical resource and escalation point for team members, mentoring others and sharing subject matter expertise to drive team success.
• Maintain strong relationships with customers and internal stakeholders through professional communication, technical leadership, empathy, and a customer‑focused approach.
• Demonstrate flexibility to support on‑call and after‑hours coverage when required to meet customer needs.

• 2+ years of experience in technical support within a customer‑focused environment, with a passion for delivering high‑quality customer service.
• Strong analytical, critical thinking, troubleshooting, and diagnostic skills, including experience with log analysis, traces, dumps, and hypothesis‑driven problem solving.
• Excellent verbal and written communication skills, with the ability to manage multiple priorities in a dynamic, fast‑paced environment.
• Working knowledge of Linux/UNIX operating systems.
• Basic scripting experience with Shell, Python, Perl, Power Shell, or similar scripting languages is preferred.
• Understanding of enterprise monitoring concepts, including events, alerts, metrics, agents, policies, thresholds, dashboards, availability, performance, and integrations.
• Familiarity with web and application technologies, including web servers, application servers, certificates, TLS/SSL, and authentication concepts.
• Solid understanding of…