Sr. Technical Support Specialist

OpenText; Richmond Hill; On-site; CAD 72,160 - 108,240; Full time

Job summary

OpenText in Canada seeks a Senior Technical Support Specialist to act as a trusted technical advisor for large organizations, ensuring reliability, visibility, and performance of OpenText OSM solutions across on-premises, cloud, and hybrid environments.

You will engage with Product Engineering and cross-functional teams, driving issue resolution, product improvements, and knowledge-sharing while mentoring peers and elevating support capabilities within a global team.

Qualifications

• 5+ years of experience in technical support, enterprise software support, or a related customer-facing technical role.
• Strong troubleshooting, diagnostic, and analytical skills.
• Solid knowledge of Linux operating systems, including log analysis and system administration concepts.
• Understanding of networking fundamentals such as DNS, TCP/IP, ports, firewalls, proxies, load balancers, and connectivity troubleshooting.
• Experience with databases and enterprise technologies (PostgreSQL, Oracle, Microsoft SQL Server, or similar); web and application servers; authentication/TLS/SSL concepts.
• Familiarity with monitoring and observability concepts; events, metrics, alerts, topology, discovery, agents, integrations, and operational intelligence platforms.
• Experience with cloud and modern deployment technologies (AWS, Azure, Google Cloud, Kubernetes, containers); scripting/automation with Python, PowerShell, Shell, Perl, or similar.
• Excellent communication and collaboration skills, with the ability to manage multiple priorities and lead technical discussions.

Responsibilities

• Deliver expert-level technical support and guidance for OpenText OSM solutions.
• Troubleshoot and resolve complex software, infrastructure, and integration challenges across on-premises, cloud, and hybrid environments.
• Serve as a trusted escalation point for customers and team members, driving timely resolution of high-impact issues.
• Collaborate with Product Engineering and cross-functional teams to investigate defects and influence product improvements.
• Lead customer communications during critical situations and strengthen long-term relationships.
• Contribute to knowledge base content and drive continuous improvement initiatives.
• Mentor and support peers by sharing technical expertise and fostering team growth.

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.

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.

AI-First. Future-Driven. Human-Centered.

YOUR IMPACT

A Senior Technical Support Specialist at OpenText is more than a support role—it's an opportunity to become a trusted technical advisor for some of the world's largest organizations. You will play a critical role in helping customers maximize the value of their OpenText Operations Service Management (OSM) solutions, ensuring the reliability, visibility, and performance of their most critical IT services. Through technical expertise, collaboration, and customer advocacy, you'll directly influence customer success while helping drive operational excellence across complex enterprise environments.

What The Role Offers

• Deliver expert-level technical support and guidance for OpenText OSM solutions, helping customers maintain and optimize mission‑critical IT operations.
• Troubleshoot and resolve complex software, infrastructure, and integration challenges across on‑premises, cloud, and hybrid environments.
• Serve as a trusted escalation point for customers and team members, driving timely resolution of high‑impact and business‑critical issues.
• Collaborate with Product Engineering and cross‑functional teams to investigate defects, validate solutions, and influence product improvements.
• Lead customer communications during critical situations, building confidence and strengthening long‑term customer relationships.
• Contribute to operational excellence by creating and enhancing knowledge base content, promoting best practices, and driving continuous improvement initiatives.
• Mentor and support peers by sharing technical expertise, fostering team growth, and helping elevate overall support capabilities.

What You Need To Succeed

• 5+ years of experience in technical support, enterprise software support, or a related customer‑facing technical role.
• Strong troubleshooting, diagnostic, and analytical skills, with experience investigating and resolving complex technical issues across software, infrastructure, and integrated environments.
• Solid knowledge of Linux operating systems, including log analysis, performance troubleshooting, and system administration concepts.
• Understanding of networking fundamentals such as DNS, TCP/IP, ports, firewalls, proxies, load balancers, and connectivity troubleshooting.
• Experience working with enterprise technologies including databases (PostgreSQL, Oracle, Microsoft SQL Server, or similar), web and application servers, and authentication or TLS/SSL concepts.
• Familiarity with enterprise monitoring and observability concepts, including events, metrics, alerts, topology, discovery, agents, integrations, and operational intelligence platforms.
• Experience with cloud and modern deployment technologies, including AWS, Azure, Google Cloud, Kubernetes, containers, and High Availability/Disaster Recovery environments; exposure to scripting or automation using Python, PowerShell, Shell, Perl, or similar technologies is an asset.
• Excellent communication, customer relationship management, and collaboration skills, with the ability to manage multiple priorities, lead technical discussions, and work effectively across teams.

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. This is an exciting opportunity to deepen your technical expertise, work with industry‑leading technologies, influence customer success at a global scale, and grow your career as a recognized technical expert within a collaborative and supportive team.

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.