Lead Technical Support Specialist

RiseMe; Richmond Hill; On-site; CAD 123,000 - 184,000; Full time

Job summary

OpenText, the Information Company, is seeking a Premium Support Specialist with expertise in OpenText TeamSite or the ability to learn quickly. You will work on complex client environments, provide proactive technical support, best practices, and guidance to ensure maximum business value and client satisfaction.

Responsibilities include acting as the single point of contact for incidents, building trusted relationships, coordinating with OpenText experts, and delivering tailored offerings while

Qualifications

• Bachelor’s or associate degree in a technical field with 3+ years in client support.
• Advanced knowledge of OpenText TeamSite.
• Experience with Windows and Linux servers.
• Knowledge of web servers and HTML.
• Experience with relational DBMS (Oracle, MS SQL, IBM DB2).
• Understanding of networking and Active Directory.
• Experience with virtual environments (VMWare).
• Development experience (Java, SQL, CGI, Perl, .NET, or C++) is a plus.
• Experience with cloud technologies (GCP, AWS, Azure).
• Willingness to travel (<10%), and outside hours when needed.

Responsibilities

• Be the client's single point of contact for support incidents.
• Develop in-depth understanding of client environments.
• Establish a strong trusted working relationship with clients.
• Leverage technical expertise to resolve incidents efficiently.
• Provide timely updates and coordinate with OpenText experts.
• Identify and recommend best practices to minimize risks.
• Provide periodic supportability assessments and mentoring.
• Understand the operational profile to improve OpenText support.
• Act as a strategic partner to proactively improve software investment.
• Communicate effectively with clients and internal teams.
• Deliver short-term custom offerings to meet client needs.

Skills

OpenText TeamSite

Windows OS

Linux OS

Web Servers

HTML

SQL

Oracle

MS SQL

Networking

Active Directory

VMware

Cloud Technologies

Java

CGI

Perl

.NET

C++

Troubleshooting

Education

Bachelor’s degree preferred or associate degree holder (technical field)

Tools

Tomcat

MS IIS

Job description

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT:

We are looking to welcome a Premium Support Specialists to our team, with advanced technical skills in OpenText TeamSite, or the ability to learn and come up to speed quickly in TeamSite. You will work on our clients’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to clients who are developing their solutions. You will ensure clients get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Specialist is to provide the highest level of personalized technical support to ensure clients are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure client satisfaction.

WHAT THE ROLE OFFERS:

• Be the client's single point of contact for support incidents opened for a specific product center.
• Develop an in-depth understanding of your client’s environment
• Implement & establish a strong trusted working relationship with clients.
• Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently
• Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
• Identify and recommend best practices to help our clients minimize operational risks and avoid common pitfalls.
• Provide periodic supportability assessments & offer technical support mentoring to increase the client's knowledge.
• Understand the operational profile of your client's environment to improve the support and guidance that OpenText delivers.
• Act as a strategic partner in developing plans to proactively improve and maintain the client's software investment.
• Strong written and verbal communication skills, to manage both client and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
• Delivery short-term custom offerings to address clients’ unique needs and requests.

\WHAT DO YOU NEED TO SUCCEED:

• Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment.
• Advanced knowledge of OpenText TeamSite application
• Good foundation/knowledge working with Windows OS/Linux OS, Windows, and Linux Servers
• Good knowledge of Web Servers and HTML (i.e. Tomcat or MS IIS)
• Experience working with relational DBMS (Oracle, MS SQL Server, and IBM DB2)
• Understanding of Networking principles and Active directory
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
• Development (Java, SQL, CGI, Perl, .NET, or C++) experience will be an advantage
• Previous working experience with Cloud Technologies, such as GCP, AWS and/or Azure.
• A proven track record of in-depth technical troubleshooting.
• Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
• Ability to guide and advise clients proactively on best practices, configuration optimization, tuning and integrations.
• Willingness and ability to travel if required. (<10%)
• Willingness and ability to work occasionally outside of business hours, including weekends.
• French or Spanish Language is an asset.
• Knowledge of other OpenText Products is an asset.
• Ability to work outside standard hours on occasion to meet specific client needs.
• Willingness and ability to learn additional products as requested to meet staffing and account needs.

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. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText'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 for employees of all backgrounds, 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation:

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range:

$86,800 -$130,200Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure:

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.