Senior Technical Support Specialist

Socket.dev; Southwestern Ontario; On-site; CAD 72,000 - 108,000; Full time

Job summary

OpenText in Ontario, Canada, is seeking a technically dynamic technical customer support specialist to join the Archiving Services team. You will be the primary contact for Enterprise customers, addressing inquiries, guiding issue resolution, and collaborating with development to document defects and customer feedback.

You will work across Windows and Linux environments, apply scripting skills, and maintain ServiceNow tickets, aiming for first-call resolution.

Qualifications

• 3–5 years experience in a technical support environment.
• Experience with Archive Center and Capture Center products.
• Solid foundation with Windows and Linux OS and scripting abilities in Java/SQL/CGI/Perl/.NET/C++.

Responsibilities

• Represent OpenText as the first point of contact for technical inquiries regarding ECM integrations.
• Support customers via telephone, email, chat and remote control with strong customer focus.
• Meet service delivery KPIs and maintain incident management in ServiceNow.
• Analyze customer issues to determine causes, workarounds, and solutions.
• Collaborate on cross-team issues and document defects and customer feedback.
• Contribute to knowledge base with up-to-date articles.

Skills

Technical support

Archive Center

Capture Center

Windows

Linux

Java

SQL

Perl

C++

Networking

Team mentorship

Education

Bachelor's degree

Related discipline

Tools

Tomcat

MS IIS

Oracle

MS SQL Server

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

The OpenText Archiving Services technical team is currently searching for a technically dynamic and resourceful individual whohas the ability toprovide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the Archive Server Data Archiving solution within complex customer environments, while suggesting techniques and tools for application development.

YOU ARE GREAT AT

• Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone, email, social/chat and Remote control while demonstrating a high level of customer focus and empathy
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
• Performing in-depth analysis of customer issues to help determine causes, workarounds, and solutions which may or may not be related to OpenText products directly.
• Showing an understanding of the customer environment and product
• Acting as a key point of contact for customer follow up and incident management, while maintaining ServiceNow with updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

WHAT IT TAKES

• 3-5 years previous experience working within a technical support environment
• Provide technical guidance and mentorship to colleagues and junior technical staff members
• Experience working with Archive Center and Capture Center products would be considered a great asset
• University/College degree within a related discipline or equivalent work experience
• Solid foundation working with Windows and Linux OS, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
• Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
• Experience working with relational DBMS (Oracle, MS SQL Server)
• Understanding of Networking and network technology
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
• Proven experience working in a fluid environment that is ever growing and changing
• Strong ability to multi-task and prioritize work effectively
• Positive attitude, patience, understanding, dedication and commitment
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.

ONE LAST THING

OpenText is more than a global technology leader—we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, is essential, collaberation and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.

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:

$72,160- $108,240; 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.