Sr. Technical Support Specialist - Cyber Security

OpenText; Waterloo; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a vital member of the Cyber Security support team, where your expertise will help customers mitigate risks and build resilience against cyber threats. This dynamic role offers the opportunity to provide advanced technical support, troubleshoot complex issues, and collaborate with engineering teams. You'll thrive in a team-oriented environment that values innovation and exceptional customer service. If you're passionate about technology and eager to make an impact in the realm of digital transformation, this is the perfect opportunity for you.

Qualifications

• 4+ years in technical support with flexibility for on-call support.
• Bachelor’s degree in Computer Science/Technology/Engineering preferred.

Responsibilities

• Provide advanced technical support and troubleshoot complex issues.
• Collaborate with product engineering teams and enhance customer experience.

Skills

Exceptional Communication

Advanced Troubleshooting

Collaboration & Advocacy

Continuous Improvement & Leadership

Analytical Skills

Adaptability

Multitasking

Attention to Detail

Education

Bachelor’s degree in Computer Science/Technology/Engineering

Tools

Windows Operating Systems

Linux Operating Systems

SQL

PostgreSQL

Oracle

MS SQL

MongoDB

Active Directory

eDirectory

AWS

Azure

Apache

IIS

Tomcat

JBoss

C/C++

Java

JavaScript

Python

PHP

Job description

OPENTEXT
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.

Your Impact
As part of the Cyber Security support team, you’ll play a vital role in helping customers mitigate risks, maintain trust, manage disruptions, and build resilience against cyber threats. You'll utilize OpenText’s suite of Cyber Security solutions, including Application Security, Security Operations, Data Protection, and Identity Management.

What the Role Offers
This position allows you to provide advanced technical support, troubleshoot complex issues, and collaborate with product engineering teams. You'll gain expertise in cutting-edge technologies, exercise critical thinking, and thrive in a team-oriented environment that emphasizes collaboration and exceptional customer service.

What You Need to Succeed

• Exceptional Communication: Mastery in written and verbal communication to ensure excellent customer experiences.
• Advanced Troubleshooting: Expertise in resolving complex technical issues and managing escalations.
• Collaboration & Advocacy: Strong teamwork skills, acting as a trusted advocate for customers across teams.
• Performance & Process Adherence: Consistently meets service delivery standards, KPIs, and documents interactions effectively.
• Continuous Improvement & Leadership: Quick learner committed to mentoring others, sharing knowledge, and driving team success.

Experience & Education:

• Experience: 4+ years in technical support with flexibility for on-call support.
• Education: Bachelor’s degree in Computer Science/Technology/Engineering preferred.
• Key Skills: Strong analytical, critical thinking, and communication abilities.
• Adaptability: Proven success in dynamic, evolving environments.
• Work Style: Skilled at multitasking, prioritization, attention to detail, and quick learning.

Technical Skills:

• Hands-on experience troubleshooting Windows/Linux Operating Systems.
• Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
• Database knowledge - SQL, PostgreSQL, Oracle, MS SQL, MongoDB.
• Active Directory and/or eDirectory.
• Network and security protocols like TCP/IP, HTTP, TLS/SSL, REST API, SOAP and SAML.
• Web servers such as Apache or IIS and application servers like Tomcat and JBoss.
• Familiarity with C/C++, Java, JavaScript, Python, PHP.
• Desired skills:
• Identity Management, Access Management, Data Security, Application Security SIEM applications.
• Experience on Cloud technologies – AWS, Azure.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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.