Sr. Technical Support Specialist

OpenText; Richmond Hill; Vor Ort; CAD 72.000 - 108.000; Vollzeit

Zusammenfassung

OpenText is hiring a Senior Technical Support Specialist to drive client success. You will troubleshoot complex IT issues, coordinate with cross-functional teams, and guide customers through technical challenges using OpenText solutions.

The role emphasizes strong communication and proactive problem solving in a fast-paced environment. You will engage with global clients, contribute to knowledge bases, and mentor colleagues while maintaining high service standards and incident management

Qualifikationen

• 3+ years experience in a technically focused environment.
• Strong troubleshooting and problem-scoping abilities.
• Degree in a related discipline or equivalent experience.
• Familiar with Windows/Linux, web servers, and databases.

Aufgaben

• Represent IT Operations Management Suite inquiries as the first contact.
• Support clients via phone or email with clear, empathetic communication.
• Meet service guidelines and KPIs via client surveys and activity metrics.
• Diagnose complex technical issues and propose alternative solutions.
• Own incident management and maintain timely updates with clients.
• Collaborate across teams to document defects and client feedback.
• Contribute to the knowledge base with actionable articles.
• Mentor teammates and develop their skills.

Kenntnisse

Troubleshooting

Networking

Windows OS

Linux OS

Web servers

SQL/DBMS

Cloud platforms

Communication

Ausbildung

Bachelor's or 2-year degree in related field

Tools

Docker

Kubernetes

VMware

VirtualBox

Tomcat

MS IIS

Oracle

MS SQL Server

IBM DB2

Jobbeschreibung

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:

Want to work with 85% of the world’s top brands and more than 100,000 clients in 140 countries? With OpenText Client Support you have the chance to help our clients use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

For more than two decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

Join our team as a Senior Technical Support Specialist and make a direct impact on client success. You'll work with innovative technologies, leverage critical thinking, tackle complex technical challenges, and develop creative solutions for unique client environments. This role offers an exciting opportunity to combine technical expertise with exceptional client service skills, enabling you to troubleshoot, resolve complex issues, and act as a trusted advocate for our clients.

What the role offers:

• Representing OpenText acting as first point of contact for all technical inquiries regarding IT Operations Management Suite 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.
• Mentor team members and contribute to their skill development.
• Take ownership of your work with general direction, leveraging sound judgment and collaborating with others when additional expertise or approvals are needed.

What you need to succeed:

• 3+ 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
• Good knowledge of Web Servers and HTML (ie. Tomcat or MS IIS)
• Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
• Understanding of Networking principles and Active directory including TCP/IP, HTTP/S, and TLS/SSL.
• Familiar with Docker and fundamental Kubernetes concepts such as pods, services, and basic kubectl commands.
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
• Knowledge of cloud platforms (AWS, Azure, Google Cloud, BYOK, OpenShift) will be an advantage.
• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.

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: 72,200 - 108200 CAD per annum; 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.