Sr. Technical Support Specialist - Virtual Fax Support

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.

The Opportunity

Make a meaningful impact every day by supporting some of the world’s leading organizations in healthcare, higher education, government, and banking. As part of OpenText Technical Support for OpenText Fax (RightFax), you’ll empower customers to succeed with our industry-leading enterprise fax solution. You’ll take on new challenges, grow your expertise, and thrive in a dynamic, collaborative, and fun work environment-where no two days are the same and your contributions truly matter.

OpenText Fax (RightFax) integrates seamlessly with email, desktop, and document management applications, enabling high-volume fax delivery from CRM, ERP, ECM, EMR, and other host systems.

As a Senior Technical Support Specialist, you will play a critical role in resolving the most complex and urgent technical escalations faced by our customers. In addition to handling high-impact issues, you’ll provide informal guidance and support across a wide range of frontline tickets, consistent, high-quality service delivery and acting as a trusted technical resource within the team.

You are Great At:

Act as the main technical escalation level to customers and internal stakeholders. This is in support of customers who use several OpenText products, but primarily OpenText Fax (RightFax), the list also includes legacy products such as RightFax Express, Alchemy, and Workflow.

We also provide escalation support for our cloud offerings, RightFax Connect and RightFax Managed Services. Support activities allow us to act as the customer’s administrator or telephony team, troubleshooting issues directly on the servers and recovering from outages.

Key Responsibilities:

• Offer advanced troubleshooting advice and technical guidance to product support team members.
• Lead the resolution of high-priority or high-impact customer escalations, coordinating with Engineering when necessary.
• Act as a mentor by demonstrating leadership, sharing technical expertise, and fostering a collaborative and effective team environment.
• Participate in after-hours on-call rotations to ensure continuous support coverage.
• Conduct in-depth testing of OpenText product issues across various environments to validate and resolve complex problems.
• Develop and deliver workshop content and training materials across a wide range of products and processes.
• Work independently on complex assignments, applying initiative and creativity to resolve issues and develop actionable recommendations.
• Provide advanced troubleshooting and resolution for complex issues, often acting as an extension of the customer’s IT or telephony team.
• Perform hands-on diagnostics directly on customer servers, including recovery from outages and system-level issues.
• Ensure seamless integration and support across multiple OpenText products and environments.
• Maintain strong communication with Engineering and other internal teams to drive resolution and continuous improvement.

What it Takes:

• University or college degree in a technology-related field, or equivalent work experience
• High level of proficiency in information technology and service delivery
• Technical mastery of OpenText Fax (RightFax)
• In-depth knowledge of Windows Server environments
• Hands-on experience with Microsoft SQL Server and IIS configuration
• Strong diagnostic and problem-solving abilities
• Ability to interpret and apply technical documentation effectively
• Working knowledge of Ethernet and IP networking
• Proven ability to build strong relationships across technical and non-technical teams
• Experience serving as a technical advisor or subject matter expert
• High level of patience, composure, and professionalism in customer-facing scenarios