Lead Technical Support Specialist

OpenText; Richmond Hill; On-site; CAD 87,000 - 130,000; Full time

Job summary

OpenText in Canada is seeking an experienced SAP technical support specialist to join our Americas Technical support team. You will resolve complex client issues in SAP R/3, S/4HANA, ABAP, and related modules in enterprise environments.

You will collaborate with cross-functional teams, document interactions, and contribute to knowledge articles while ensuring SLA adherence and high client satisfaction. The role also involves testing, debugging, and optimization across SAP Fiori, BTP, and related

Qualifications

• 5–10 years of hands-on experience in SAP technical support, development, or implementation environments.

Responsibilities

• Identify and resolve client issues in a timely manner, meeting SLA requirements via phone and written communications.
• Manage client relationships and document all interactions in the company database.
• Provide recommendations for alternative support options when issues are not related to OpenText products.
• Test and validate OpenText product issues across environments to identify solutions.
• Author technical documentation and knowledge articles for the Knowledge Base.
• Collaborate with cross-functional teams to troubleshoot and resolve complex technical issues.
• Report software defects and communicate client feedback for product enhancements.

Skills

SAP R/3

SAP S/4HANA

ABAP development

FI/MM modules

Fiori

Gateway/OData

BTP

IDocs

SQL debugging

Client-facing support

Education

Bachelor's degree in Computer Science or IT

Tools

SAP

Oracle

HANA

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.

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
As a valued member of the Americas Technical support team, the Lead Technical Support Specialist engages with clients and OpenText employees to resolve critical client issues. You will be joining a team that provides world class technical client support to a variety of enterprise clients while working across business units to ensure that client satisfaction is met in every form. Their focus will be supporting the VIM (Vendor Invoice Management) product within complex client environments.

What The Role Offers
The successful candidate will be working in a highly functioning team consisting of Senior, Lead and Principal Technical Specialists that work effectively together to reach a common goal.

• Work within a high-performing team of Senior, Lead, and Principal Technical Specialists who collaborate effectively to achieve common goals.
• Identify and resolve client issues in a timely manner, meeting published response time (SLA) requirements through phone support and written correspondence.
• Manage client relationships and accurately document all client interactions within the company database.
• Provide recommendations for alternative support options when client issues are not related to OpenText products.
• Test and validate OpenText product issues across various environments to identify and confirm solutions.
• Author technical documentation and knowledge articles for inclusion in the Knowledge Center Knowledge Base.
• Collaborate with cross-functional teams and other departments to troubleshoot and resolve complex technical issues.
• Report software defects (bugs) and communicate client feedback and product enhancement suggestions.

What You Need To Succeed

• 5–10 years of hands-on experience in SAP technical support, development, or implementation environments.
• 5+ years of strong technical hands-on experience with SAP R/3 and SAP S/4HANA landscapes.
• Extensive experience in ABAP development, including Reports, Dialog Programming, Enhancements, User Exits, BAdIs, BAPIs, RFCs, Smart Forms, Adobe Forms, ALV Reports, and Object-Oriented ABAP.
• Strong functional knowledge of SAP FI and MM modules, including business processes, configuration support, and integration with other SAP modules.
• Experience supporting and troubleshooting SAP Workflow, IDocs, ALE, and Web Services.
• Hands-on experience with SAP Fiori, SAP Gateway/OData Services, and Fiori application troubleshooting and enhancements.
• Experience with SAP Business Technology Platform (SAP BTP), including extension development, Integration Suite, and cloud-based SAP services.
• Experience with SAP authorization concepts, transport management, and change management processes.
• Knowledge of SAP performance analysis, debugging, SQL optimization, and root-cause analysis.
• Experience working with Oracle, SAP HANA, or other relational databases.
• Strong analytical, troubleshooting, and client-facing technical support skills.
• Experience working in production support environments with incident management and SLA-driven support.
• Excellent written and verbal communication skills with the ability to interact effectively with clients and cross-functional teams.
• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.

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 contact us at [e-mail]. 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. A summary of those benefits can be found on our Why Join Us page. 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-$130,200; Depending 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.