Principal Technical Support Specialist

OpenText; Richmond Hill; On-site; CAD 157,011 - 227,763; Full time

Job summary

OpenText is seeking a Principal Technical Support Specialist to lead and evolve the Global Technical Support Lab environments. The role focuses on supporting, maintaining, and expanding lab services across on‑prem and cloud infrastructures, enabling worldwide support teams to troubleshoot complex issues and validate solutions.

You will mentor Lab Systems Administrators, design automated lab solutions, and drive modernization initiatives while collaborating with Engineering, IT, and Product

Qualifications

• 12+ years of experience in systems administration, platform engineering, cloud operations, DevOps, infrastructure engineering, or related fields.
• Proven track record leading technical projects, infrastructure initiatives, and operational improvement programs.
• Willingness to support a 24x7x365 environment, including on‑call and holiday coverage as needed.
• Strong experience with container and cloud platforms, including Kubernetes, Rancher, OpenShift, Docker, GCP, Azure, and AWS.
• Expertise in enterprise operating systems, identity services, and networking technologies.
• Hands‑on experience with automation, infrastructure‑as‑code, CI/CD, and scripting using Ansible, Terraform, PowerShell, Python, and Bash.
• Knowledge of enterprise databases, monitoring and observability platforms, capacity planning, security, compliance, and infrastructure hardening best practices.
• Strong communication, presentation, training, and documentation skills, with ability to mentor others and collaborate across global teams.

Responsibilities

• Lead the Technical Support Lab (GTS) environments as technical lead and SME.
• Manage lab services across on‑premises and cloud infrastructures.
• Serve as primary escalation point for complex lab‑related issues and customer support requirements.
• Partner with Lab IT on infrastructure, virtualization, networking, and data center operations.
• Design, implement, and support lab solutions leveraging cloud, containers, automation, and enterprise technologies.
• Lead lab modernization and operational improvement initiatives.
• Review, provision, and deploy systems and environments supporting Customer Support activities.
• Monitor lab performance, utilization, capacity, and health, with reporting and recommendations.
• Develop automation to streamline provisioning, deployment, maintenance, and operations.
• 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 lab environments.

Skills

Lab leadership

Cloud platforms

Kubernetes

OpenShift

Docker

Automation

CI/CD

Scripting

Education

University/College degree in related discipline

Tools

Terraform

Ansible

PowerShell

Python

Bash

AWS

Azure

GCP

Job description

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.

YOUR IMPACT

A Principal Technical Support Specialist role at OpenText 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.

What The Role Offers

• 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.

What You Need To Succeed

• 12+ years of experience in systems administration, platform engineering, cloud operations, DevOps, 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, OpenShift, Docker, GCP, Azure, and AWS.
• Expertise in enterprise operating systems (Windows Server, Linux distributions, MacOS), identity services (Active Directory, Entra ID, Microsoft 365), and networking technologies.
• Hands‑on experience with automation, infrastructure‑as‑code, CI/CD, and scripting using tools such as Ansible, Terraform, PowerShell, Python, and Bash.
• Knowledge of enterprise databases, monitoring and observability platforms, capacity planning, security, compliance, and infrastructure hardening best practices.
• Strong communication, presentation, training, and documentation skills, with the ability to simplify complex technical concepts, influence technical direction, mentor others, build consensus, and collaborate effectively across global teams.

Preferred Qualifications

• Experience supporting enterprise development, testing, training, or customer support lab environments.
• Exposure to AI/ML, GPU, or high‑performance computing workloads.
• Experience with utilization, capacity planning, and operational analytics reporting.
• Relevant industry certifications (e.g., ACE, CKA, VCP, Azure Administrator, AWS Solutions Architect, RHCE) are highly desirable.

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 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: $110,960 - $160,960; 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.