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.
The Lead Technical Support Specialist is a key technical contributor within OpenText Global Technical Support. The role owns complex and highly visible client issues from investigation through resolution, provides advanced technical direction across organizational boundaries, and strengthens team capability through mentoring, knowledge sharing, and continuous improvement. The position represents the highest level of escalation within the immediate team before Principal-level or broader cross-functional engagement is required.
Your Impact
- Own complex client cases end to end, including issue scoping, reproduction, root-cause analysis, solution validation, clear documentation, and timely client communication.
- Act as the senior technical escalation point within the team. Guide peers through ambiguous or high-impact issues and determine when cross-functional escalation is required.
- Interact confidently with client technical teams, management, and internal stakeholders on matters that require coordination across products, functions, or organizational lines.
- Partner with Engineering, Product Management, Cloud Operations, Professional Services, Sales, and other support teams to advance critical investigations, defects, enhancement requests, and client outcomes.
- Reproduce issues in relevant environments; analyze logs, traces, configuration, integrations, databases, authentication flows, infrastructure, and application behavior to isolate causes and validate durable solutions.
- Maintain strong case discipline by capturing the problem, business impact, troubleshooting performed, evidence, decisions, owners, next steps, and resolution in the support system.
- Provide proactive, precise status updates that explain actions taken, outstanding dependencies, risks, and the next committed update.
- Mentor and train less-experienced Technical Support Specialists through case coaching, knowledge transfers, technical enablement, and structured feedback.
- Champion Knowledge-Centered Service (KCS) by reusing, improving, creating, and sharing knowledge articles and by helping peers integrate knowledge capture into the workflow.
- Identify recurring patterns, supportability gaps, tooling opportunities, and process improvements. Recommend and help implement changes that improve quality, efficiency, and client experience.
- Provide management with operational insight into escalations, client risk, workload, queue activity, and emerging technical trends.
- Participate in after-hours, on-call, or weekend coverage when required by the supported product or service.
- Participate in Technical Support Oncall rotation
- Lead some of the L3 technical review meetings
What The Role Offers
- Clients experience clear ownership, technically credible guidance, and consistent momentum toward resolution.
- Complex investigations are structured, evidence-based, and advanced with the right internal partners at the right time.
- Case records and knowledge articles are complete, reusable, and valuable to both colleagues and clients.
- Team capability increases through visible mentoring, technical leadership, and effective knowledge transfer.
- Recurring issues and operational friction are converted into practical product, tooling, or process improvements.
What You Need To Succeed
- University degree or college diploma in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
- Typically, 6 or more years of experience in technical support, software support, systems engineering, implementation, development, or a comparable enterprise technology environment.
- Demonstrated success resolving complex issues in client-facing, production, and service-level-driven environments.
- Advanced troubleshooting and analytical skills, including the ability to work across applications, operating systems, network, security, database, and integration layers.
- Exceptional written and verbal communication skills, with the ability to explain technical findings, risk, and next steps to both technical and non-technical audiences.
- Proven ability to lead through influence, coordinate cross-functional work, manage competing priorities, and remain composed during high-impact situations.
- Demonstrated mentoring, knowledge-sharing, or technical enablement experience.
- Deep product or domain expertise in one or more OpenText technologies, or recognized subject-matter expertise in a relevant technical area.
Technical Capabilities
The specific technology stack will vary by product. Strong candidates will demonstrate advanced capability in several of the following areas:
Capability area | Expected depth |
Operating systems | Windows Server and Unix/Linux administration, diagnostics, permissions, services, and performance analysis. |
Application platforms | Web and application servers such as Apache Tomcat and Microsoft IIS; deployment, configuration, and runtime troubleshooting. |
Databases | Relational databases such as Microsoft SQL Server, Oracle, SAP HANA, or DB2; SQL analysis, connectivity, backup/restore concepts, performance, and high availability. |
Networking | DNS, TCP/IP, HTTP/S, proxies, load balancers, packet capture, and tools such as Wireshark, Fiddler, or Charles. |
Identity and security | Active Directory/LDAP, SAML, OAuth, OpenID Connect, PKI, SSL/TLS, certificates, authentication, and authorization. |
Development and debugging | Scripting or programming, APIs, web services, Postman, browser developer tools, logs, stack traces, and debugging utilities. |
Cloud and infrastructure | Enterprise cloud or hybrid environments, virtualization, containers, monitoring, resiliency, and high-availability practices. |
Leadership and Behavioural Expectations
- Customer focus: understands the client’s technical issues and business context, advocates for progress, and communicates with empathy and professionalism.
- Ownership: accepts accountability for driving the investigation and ensuring clear next steps, even when resolution depends on other teams.
- Judgment: makes sound decisions in ambiguous situations, balances urgency with technical rigor, and escalates based on evidence and client risk.
- Collaboration: builds trust across teams, invites diverse perspectives, and aligns contributors around a shared outcome.
- Continuous improvement: challenges inefficient practices constructively and turns experience into reusable knowledge, better tools, and stronger processes.
- Technical leadership: is recognized as a trusted advisor, raises the quality of team decisions, and models disciplined troubleshooting and communication.
Scope and Decision-Making
The Lead Technical Support Specialist works with substantial independence on critical assignments and has broad latitude to determine investigative approaches within established policies and support practices. The role coordinates work across organizational lines, influences technical priorities through evidence and client impact, and seeks Principal, management, Engineering, or other specialist involvement when risk, novelty, or scope requires broader authority.
Additional Information
- This job description describes the general nature and level of work expected. Responsibilities may evolve based on business, product, regional, or client requirements.
- Product-specific qualifications, language requirements, location, travel, shift, and on-call expectations should be added to the posting as applicable.
- OpenText is committed to an inclusive work environment and to providing reasonable accommodation through the recruitment process in accordance with applicable requirements.
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.
Join us on our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don't just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.
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: $86800 - $130200 ; 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.
