Sr. Technical Support Specialist

OPENTEXT - THE INFORMATION COMPANY

OpenText 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 OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Your Impact:

We're looking to welcome a Senior Technical Support Specialist to our growing team. You will focus on helping customers manage and mitigate technical issues and risks, build knowledge, and maintain trust in the supported OpenText products. Utilizing OpenText’s solutions, you will provide advanced technical support and troubleshooting for complex issues, collaborating with product engineering teams.

You're great at:

• Providing advanced technical support to customers via phone, email and chat.
• Troubleshooting and resolve customer issues, leveraging OpenText’s solutions.
• Taking and resolving Technical Elevations coming through all communication channels
• Engaging in on-call and weekend support as necessary, providing assistance during critical situations.
• Communicating with the client to collect all required additional information needed for case resolution.
• Ensuring complete and detailed tracking of each update related to case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
• Collaborating with engineering teams to address and resolve escalated issues.
• Acting as a bridge between the customer, higher level support teams and engineering.
• Advocating for customers across teams, ensuring their needs are met.
• Providing concrete and reliable information to clients, in compliance with respected procedures.
• Using professional business language in all communications with customers.
• Collaborating with other team members to provide high-quality support and quick resolution of client requests.
• Presenting a positive, effective, and flexible contribution to achieving team targets and objectives by sharing best practices.
• Driving continuous improvement within the team by sharing knowledge, mentoring, and supporting colleagues.
• Creating and editing Knowledge Centered Services (KCS) content based on support interactions.
• Ensuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal experience, and any other available tools.
• Maintaining adherence to service delivery standards, KPIs, and document all customer interactions effectively.
• Following best practice ticket management processes, ensuring tickets owned are handled and updated timely and every effort is made to meet service levels.
• Meeting all personal targets and strive to overachieve metrics on a daily and monthly basis.
• Complying with and execute appropriately all specific tasks related to the position or ad hoc tasks.
• Seeking continuous improvement of the provided service's quality.
• Protecting confidential and sensitive (including protected) information and materials.
• Adhering to all internal Policies and Procedures.
• Accept, prioritize, analyze, and close all assigned client requests with the needed quality within the expected deadlines.
• Be part of Queue Monitoring when requested and ensure accomplishment of service level agreements.
• Strictly follow the working schedule and be available at the workplace from the beginning till the end of the shift.
• Executing any additional tasks requested by the direct Manager.

What you need to succeed:

• Education: Bachelor’s degree in Computer Science, Technology, Engineering, or a related field (preferred).
• Experience: 3-5 years of experience in technical support.
• Excellent communication skills in English (both written and verbal).
• Proven ability to manage escalations and navigate difficult customer conversations.
• Proven experience troubleshooting complex issues.
• Ability to work effectively in a dynamic, evolving support environment.
• Strong analytical, critical thinking, and troubleshooting skills.
• Ability to multitask, prioritize work, and pay attention to detail.
• Passion for learning new technologies and mentoring others.
• A strong focus on continuous improvement and career progression.
• Flexibility to provide on-call or outside business hours support as needed.
• Operating Systems: Hands-on experience troubleshooting Windows/Linux.
• Database Knowledge: SQL, PostgreSQL, Oracle, MS SQL, MongoDB.
• Directory Services: Active Directory and/or eDirectory.
• Network & Security Protocols: TCP/IP, HTTP, TLS/SSL, REST API, SOAP, SAML.
• Web Servers: Apache or IIS, Application Servers like Tomcat and JBoss.
• Desired Skills:
• Experience with cloud technologies such as AWS, Azure.
• Familiarity with containerization tools like Docker or Kubernetes, with hands-on experience being a plus.
• MS Office

One Last Thing:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.