Sr. Technical Support Specialist

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

Job summary

OpenText, the information company, seeks a Technical Support Specialist to resolve complex technical challenges for enterprise customers and help maximize value from OpenText solutions.

You will collaborate across teams, communicate with customers via phone or email, and contribute to knowledge base updates while following service delivery guidelines.

Strong technical foundation in Windows, databases, web servers, and container platforms plus a customer-focused mindset are essential.

Qualifications

• Experience in a technical support, application support, or development environment with a related degree or equivalent practical experience.
• Strong knowledge of Windows operating systems, relational databases (Oracle, SQL Server, PostgreSQL), and web servers such as Tomcat and NGINX; UNIX/Linux experience required.
• Experience with SQL, Java, and JavaScript; containerization platforms like Docker and Kubernetes.
• Exposure to Exstream, StreamServe, or xPression is advantageous.
• Proven ability to manage multiple priorities, troubleshoot complex issues, and adapt quickly in a fast-paced environment.
• Demonstrates a positive, customer-focused approach with strong problem-solving and continuous learning.

Responsibilities

• Resolve complex technical issues across OpenText software by analyzing logs, researching issues, and debugging scripts.
• Represent OpenText in customer communications via phone, email, or remote solutions to find resolutions.
• Contribute to knowledge base by authoring and updating articles.
• Collaborate across teams to resolve cross-product issues and meet service delivery guidelines.
• Maintain documentation for cases and ensure adherence to processes.

Skills

Windows OS

Relational databases

Web servers

UNIX/Linux

SQL

Java

JavaScript

Docker

Kubernetes

Exstream/StreamServe/xPression

Prioritization

Problem solving

Education

Degree or related field

Tools

Oracle

SQL Server

PostgreSQL

Tomcat

NGINX

Docker

Kubernetes

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

A Technical Support Specialist role at OpenText is more than just a support position, it's an opportunity to make a meaningful impact on the success of our enterprise customers. As a key member of our global support organization, you will play a critical role in resolving complex technical challenges, delivering exceptional customer experiences, and ensuring customers maximize the value of their OpenText solutions. Working collaboratively across teams and business units, you'll help drive customer satisfaction, troubleshooting high-priority issues, and contributing to the continuous improvement of our products and services in a fast-paced, rewarding environment.

WHAT THE ROLE OFFERS

• Resolving complex technical issues in all areas of assigned OpenText software products by analysing logs, researching issues, debugging scripts or recreating problems in-house.
• Focusing on the customer experience and minimising customer effort. Representing OpenText in customer communications via telephone, email, or using remote solutions (Teams, Skype, WebEx etc) to find resolutions to presented technical problems.
• Demonstrating curiosity and driving your own learning, pursuing new knowledge continuously to keep current with industry and product changes.
• Identifying and reporting software defects and feature requests.
• Authoring as well as update articles to contribute to our Product Knowledge Base.
• Working independently in a self-motivated fashion, as well as collaborating when necessary on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.
• Meeting established service delivery guidelines such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case wellness.
• Other duties and projects as assigned by management.

WHAT YOU NEED TO SUCCEED

• Experience in a technical support, application support, or development environment, supported by a related degree or equivalent practical experience.
• Strong technical knowledge of Windows operating systems, relational databases (Oracle, SQL Server, PostgreSQL), and web application servers such as Tomcat and NGINX; knowledge with UNIX/Linux is required.
• Experience with programming and scripting technologies including SQL, Java, and JavaScript, along with containerization platforms such as Docker and Kubernetes.
• Exposure to customer communications management solutions such as Exstream, StreamServe, or xPression is considered an advantage.
• Proven ability to manage multiple priorities simultaneously, troubleshoot complex issues, and adapt quickly in a fast-paced, evolving environment.
• Demonstrates a positive, customer-focused approach with strong problem-solving skills, empathy, and a commitment to continuous learning and best practices.

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:

$72,200 - $108,200; 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.