Sr. Technical Support Specialist

Socket.dev; Richmond Hill; On-site; CAD 72,000 - 108,000; Full time

Job summary

OpenText is hiring a Sr. Technical Support Specialist to represent the company as the first point of contact for ECM integration inquiries.

You will assist clients via phone or email with precise, empathetic communication and resolve complex issues in a cross-functional team environment. The role requires 5 years in a technical setting, familiarity with Windows/Linux, web servers, and databases, and the willingness to work shifts in a 24x7x365 operation.

Qualifications

• 5 years experience in a technically focused environment.
• Strong troubleshooting and problem-scoping abilities.
• Degree in a related field or equivalent experience.
• Knowledge of Windows/Linux servers, web servers, and HTML.
• Experience with Oracle, MS SQL Server, networking, and AD.
• Experience with virtual environments (VMware, Citrix, VirtualBox).
• Development exposure (Java/SQL/CGI/Perl/.NET/C++) is a plus.

Responsibilities

• Serve as first contact for technical inquiries and incident management.
• Provide clear written and verbal client support via phone or email.
• Adhere to service delivery guidelines and KPIs.
• Diagnose client environments and suggest alternative solutions.
• Collaborate across teams to document defects and client feedback.
• Contribute to knowledge base by updating articles.

Skills

5 years experience

Troubleshooting

Problem scoping

Communication skills

Shift work availability

Cross-team collaboration

Education

University/College degree

Tools

Tomcat

MS IIS

Oracle

MS SQL Server

VMware ESX

Citrix

Java

SQL

CGI/Perl/.NET/C++

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

Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our clients. Critical thinking is something that you’ll leverage on an ongoing basis as each clients situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

WHAT THE ROLE OFFERS

• 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 clients via telephone or email, while demonstrating a high level of client focus and empathy
• Meet established service delivery guidelines and key performance indicators that are measured through client satisfaction surveys, phone-based activities, and schedule adherence.
• Show an understanding of the client environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Act as a key point of contact for client follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and client suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

WHAT DO YOU NEED TO SUCCEED

• 5 years previous experience working within a technically focused environment
• Focused on scoping problems and strong troubleshooting ability
• University/College degree within a related discipline or equivalent work experience
• Any combination of the following skills or knowledge is a must:
  • Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
  • Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS) -
  • Experience working with relational DBMS (Oracle, MS SQL Server) -
  • 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
  • As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.

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:

$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.