Principal 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.
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.

A Principal Technical Support Specialist role at Open Text is more than just a job—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll play an essential role in supporting, maintaining, and evolving the Global Technical Support Lab environment that enables support teams around the world to troubleshoot customer issues, validate solutions, reproduce complex scenarios, and deepen their technical expertise.

In this role, you’ll leverage and expand your knowledge across a broad range of technologies while ensuring the reliability and effectiveness of critical lab systems, services, and environments. Every challenge is unique, requiring strong analytical thinking, creativity, and problem‑solving skills to deliver innovative solutions. Working within a collaborative, team‑oriented environment, you’ll have opportunities to lead initiatives, mentor colleagues, share knowledge across the global support organization, and help drive continuous improvement in how we support customers and technical teams worldwide.

• Serve as the technical lead and subject matter expert for Global Technical Support (GTS) lab environments.
• Manage and support lab services across on-premises and cloud‑hosted infrastructures.
• Act as the primary escalation point for complex lab‑related issues and Customer Support requirements.
• Partner with Lab IT teams on infrastructure, virtualization, networking, and data center operations.
• Design, implement, and support lab solutions leveraging cloud, containerization, automation, and enterprise technologies.
• Lead lab modernization, infrastructure enhancement, and operational improvement initiatives.
• Review, provision, and deploy systems and environments supporting Customer Support activities.
• Monitor lab performance, utilization, capacity, and operational health, providing reporting and recommendations.
• Develop automation solutions to streamline provisioning, deployment, maintenance, and overall operational efficiency.
• Provide technical leadership, mentorship, and guidance to Lab Systems Administrators and Technical Support teams.
• Create and maintain lab documentation, standards, procedures, and best practices.
• Deliver global technical enablement through training, presentations, workshops, and knowledge‑sharing programs.
• Collaborate with Customer Support, Engineering, Product Management, Cloud Operations, Security, and IT teams to deliver scalable, reliable lab environments.

• 12+ years of experience in systems administration, platform engineering, cloud operations, Dev Ops, infrastructure engineering, or related fields.
• Proven track record leading technical projects, infrastructure initiatives, and operational improvement programs.
• University/College degree in a related discipline or equivalent experience.
• Flexibility to support a 24x7x365 environment, including on‑call, shift, and holiday coverage as needed.
• Strong experience with container and cloud platforms, including Kubernetes, Rancher, Open Shift, Docker, GCP, Azure, and AWS.
• Expertise in enterprise operating systems (Windows Server, Linux distributions, MacOS), identity services (Active Directory, Entra , Microsoft 365), and networking technologies.
• Hands‑on experience with automation, infrastructure‑as‑code, CI/CD, and scripting using tools such as Ansible, Terraform, Power Shell, Python, and Bash.
• Knowledge of enterprise databases, monitoring and observability platforms, capacity planning, security, compliance, and infrastructure hardening…