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Added 2 mins ago
Director, Digital Transformation & Technology
Children's Aid Society of Toronto
Toronto, ON
Full-time
…strategic leadership for the Agency's information technology, network infrastructure, enterprise applications, cybersecurity, data management, voice, video and telecommunications…
Added 4 mins ago
OT Specialist - Intermediate/Senior
SGS
Edmonton, AB · Calgary, Alberta
$95,000 to $165,000 CAD / year
Full-time
Streamline Control is looking for a proven OT Specialist to take ownership of industrial infrastructure and cybersecurity across our oil and gas operations. You will lead the design,…
Added 18 mins ago
OT Specialist - Intermediate/Senior
SGS
Calgary, AB
$95,000 to $165,000 CAD / year
Full-time
Streamline Control is looking for a proven OT Specialist to take ownership of industrial infrastructure and cybersecurity across our oil and gas operations. You will lead the design,…
Added 18 mins ago
OT Specialist - Intermediate/Senior
SGS
Regina, SK
$95,000 to $165,000 CAD / year
Full-time
Streamline Control is looking for a proven OT Specialist to take ownership of industrial infrastructure and cybersecurity across our oil and gas operations. You will lead the design,…
Added 18 mins ago
OT Specialist - Intermediate/Senior
SGS
AB · Edmonton, AB
$95,000 to $165,000 CAD / year
Full-time
Streamline Control is looking for a proven OT Specialist to take ownership of industrial infrastructure and cybersecurity across our oil and gas operations. You will lead the design,…
Added 18 mins ago
OT Specialist - Intermediate/Senior
SGS
Vancouver, BC
$95,000 to $165,000 CAD / year
Full-time
Streamline Control is looking for a proven OT Specialist to take ownership of industrial infrastructure and cybersecurity across our oil and gas operations. You will lead the design,…
Added 19 mins ago
Digital Marketing & Content Specialist
Alexander College
Vancouver, BC
Full-time
The Digital Marketing & Content Specialist owns the planning, execution, and optimisation of paid and organic digital marketing across the Innovation Centre and its affiliated companies.…
Added 20 mins ago
IT Support Specialist (St Thomas Office)
Buckland
St. Thomas, ON · London, ON
Buckland is looking for an IT Support Specialist (St Thomas Office)
Added 48 mins ago
IT Support Specialist (St Thomas Office)
Buckland
St. Thomas, ON
Full-time
Buckland is looking for an IT Support Specialist (St Thomas Office)
Added 48 mins ago
Senior Integration Specialist
Flexstaf I.T. Inc.
Toronto, ON · Greater Toronto Area, Canada
Contract
· Modern DevOps: Proficiency with CI/CD pipelines, DevOps practices, source control, automated testing, and infrastructure-as-code.
Added 49 mins ago
Jr. Specialist, IT Operations
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Hamilton, ON
Aecon delivers some of the most complex and impactful infrastructure projects - from transformative transportation networks to critical energy, industrial and nuclear programs. The projects…
Added 1 hour ago
Lead Technical Support Specialist
Open Text Corporation
Waterloo, ON
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…
Added 2 hours ago
IT Infrastructure Architect, Manufacturing (OT)
Hays
Montreal, QC
$120,000 to $155,000 CAD / year
Full-time
Deep expertise in at least two infrastructure domains, with broad knowledge across all domains (e.g., compute, network, security, etc.) with support of the full lifecycle management. From…
Added 2 hours ago
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Added 3 hours ago
Artificial Intelligence Engineer
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Montreal, QC
Contract
Job Title: AI Platform Engineering Specialist
Added 3 hours ago
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Barrie, ON
Full-time
As Network and Systems Specialist, you will work across the organization’s networks, servers, virtualization, cloud environment, cybersecurity and end-user systems. Some days will involve…
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Added 4 hours ago
Sr Delivery Specialist
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…helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to…
Added 4 hours ago
Systems Administrator
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Longueuil, QC
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Network infrastructure such as firewalls, load balancing, virtual networks, zero-trust networking.
Added 4 hours ago
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Toronto, ON
Full-time
Intermediate experience working with orchestration and configuration management systems such as Ansible or Puppet, and infrastructure-as-code systems such as CloudFormation or Terraform,…
Added 4 hours ago
Consulting Senior Associate, Environmental Assessment
ERM
Toronto, ON · Saskatoon, SK · Whitehorse, YT · Smithers, BC · Vancouver, BC · Calgary, AB
$68,700 to $85,900 CAD / year
Full-time
At ERM, your work will help guide some of Canada's most important infrastructure, renewable energy, mining, transportation, and resource development projects. As a Consulting Senior…
Added 4 hours ago
IT Support Specialist
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Vaughan, ON
Full-time
The IT Support Specialist II provides advanced level 2 IT support while administering, developing, and continuously improving Modern Niagara’s ServiceNow platform. This role supports…
Added 5 hours ago
Senior Technical Support Specialist
OnX
Windsor, ON
Contract
Assist Network & Host Computing Infrastructure staff as required.
Added 6 hours ago
Sr Delivery Specialist
Rogers Communications
Montreal, QC
…helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to…
Added 6 hours ago
Community Engagement Specialist
AECOM
Kitchener, ON
$58,000 to $70,000 CAD / year
Full-time
…helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for…

Open Text Corporation

Lead Technical Support Specialist

Waterloo, ON, N2L 0A1, Canada

Posting language: English
Posted: Sep 28, 2026

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Original 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.

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.

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More about this job

Responsibilities

The Lead Technical Support Specialist manages complex client issues from investigation to resolution while providing technical leadership and mentoring to the team. They act as a senior escalation point and collaborate across departments to drive product improvements and ensure high-quality client outcomes.

Requirements

Candidates must have a degree in a technical discipline and at least 6 years of experience in enterprise software support or systems engineering. Strong analytical skills, deep technical expertise in relevant stacks, and proven leadership abilities are essential for this role.

Skills

Technical support
Root-cause analysis
Troubleshooting
Mentoring
Knowledge-centered service
Windows server
Linux
SQL
Networking
Active directory
SAML
OAuth
API
Cloud infrastructure
Communication
Leadership

Benefits

Health insurance
Paid time off
Vacation entitlement
Financial wellbeing support

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Information Management
AI
Root-cause analysis
KCS
Windows Server
Unix
Linux
Apache Tomcat
IIS
SQL Server
Oracle
SAP HANA
DB2
DNS
TCP/IP
Wireshark
Fiddler
LDAP
SAML
OAuth
OpenID Connect
PKI
SSL/TLS
API
Postman
Cloud
Virtualization
Containers
Enterprise Technology

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