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Added 4 mins ago
Charter Account Specialist Lead
First Student
Edmonton, AB
Full-time
The Charter Account Specialist Lead plays a key role in delivering an exceptional experience to our recurring charter customers. This position manages customer relationships, coordinates…
Added 34 mins ago
Consultant, International Trade Compliance
Apotex
Toronto, ON · North York, ON
$72,284 to $101,198 CAD / year
Apotex is a Canadian-based global health company. We improve everyday access to affordable, innovative medicines and health products for millions of people worldwide, with a broad portfolio…
Added 1 hour ago
Intermediate Specialist, Industry Engagement and Development
University of Ottawa
Ottawa, ON · Desmarais Hall
Full-time
…University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our…
Added 1 hour ago
Mental Health Support Worker - Adamson House, Manchester
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Full-time
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Forest, ON
Full-time
As a Customer Specialist, you'll be one of the first people our customers connect with. You'll help with a wide range of everyday banking needs, take the time to understand what matters to…
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Channel Sales HVAC Specialist
Schneider Electric
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Channel Sales HVAC Specialist
Schneider Electric
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Full-time
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Open Text Corporation

Sr. Technical Support Specialist

Waterloo, ON, N2L 0A1, Canada

Posting language: English
Posted: Sep 30, 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.

Your Impact:

The Senior Technical Support Specialist provides advanced technical troubleshooting and resolution for OpenText products across on-premises and cloud environments. This role requires deep technical expertise, structured problem-solving, and the ability to deliver durable solutions for complex customer scenarios. You will engage with enterprise-level organizations and work with modern technologies in a high-availability, mission-critical context.

What The Role Offers:

Deliver end-to-end technical support for OpenText solutions, ensuring adherence to SLAs and quality standards.
Communicate clearly and professionally in writing and verbally; maintain accurate documentation for all interactions and technical resolutions.
Manage escalated customer situations with precision and composure; act as primary contact during critical incidents.
Isolate, reproduce, and resolve complex technical issues independently or in collaboration with product engineering teams.
Collaborate across product and functional teams to document and resolve software defects and feature requests.
Serve as escalation point and mentor for advanced technical issues.
Author and review technical documentation, best practices, and knowledge articles for internal and external audiences.
Provide operational feedback to management on workload, queue health, and escalation trends.
On-Call and Holiday Coverage: Participate in scheduled on-call rotation and provide technical support during designated holidays as part of coverage requirements. Frequency may vary based on team size and operational needs.

What You Need to Succeed:

Minimum 4 years in technical support or equivalent technical troubleshooting role.
Degree or diploma in a related discipline or equivalent experience.
Strong foundation in Windows and Unix/Linux operating systems.
Proficiency with web servers (Tomcat, IIS) and relational databases (Microsoft SQL Server, Oracle).
Demonstrated ability to work in dynamic environments with shifting priorities.
Advanced written and verbal communication skills for technical and customer-facing contexts.
High attention to detail and ability to learn new technologies quickly.
Networking: Diagnostic skills using tools such as Wireshark, Fiddler, Charles.
System Administration: Identity and access management (Active Directory/LDAP, OpenID, OAuth, SAML).
Database Management: Backup/restore, high availability configuration, performance tuning.
Security: PKI, SSL/TLS, certificate lifecycle management.
High-Availability Infrastructure: Proxy servers, load balancers.
Application Debugging: Tools such as Eclipse, WinDbg, Postman, browser developer tools.
Virtualization and Cloud: vSphere, AWS, Azure, GCP.
Containerization: Docker, Kubernetes cluster deployment, orchestration, and troubleshooting at scale.
Preferred Qualifications: Knowledge of OpenText Cyber Security software suites: ArcSight, Encase/Tableau, Fortify, IAM, and/or Voltage.

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 hr@opentext.com. 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.

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More about this job

Responsibilities

Requirements

Candidates must have a minimum of 4 years of experience in technical support or a related troubleshooting role. A degree or diploma in a related discipline is required, along with strong proficiency in operating systems, databases, and networking.

Skills

Technical troubleshooting
Windows
Unix
Linux
Tomcat
IIS
Microsoft SQL Server
Oracle
Networking
Active Directory
LDAP
Identity and access management
Cloud computing
Docker
Kubernetes
Cyber security

Benefits

Health and wellness support
Financial wellbeing support
Vacation entitlement
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Information Management
Cloud Environments
On-premises
SLA
Wireshark
Fiddler
Charles
OpenID
OAuth
SAML
PKI
SSL/TLS
Proxy Servers
Load Balancers
Eclipse
WinDbg
Postman
vSphere
AWS
Azure
GCP
ArcSight
Encase
Tableau
Fortify
IAM
Voltage
Digital Transformation
System Administration

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