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Added 6 mins ago
TR
AI Product Security Manager
Thomson Reuters
Toronto, ON · Canada, Toronto, Ontario
- Full-time
As a Product Security Manager, you will lead a team of senior security engineers within Thomson Reuters' Product Security function. You will help engineering teams across a diverse product…
Added 6 mins ago
T
Software Engineer II - Angular / UI
TD
Toronto, ON
- Full-time
Easyweb team is looking to on-board a self-starting, high-performing frontend software engineer with a strong engineering mindset to help us grow in our online application.
Added 6 mins ago
C
Lead UI Developer - VP
Citi
Mississauga, ON
- Full-time
…evolve our next-generation trading application. They would lead the efforts to transition our application to smaller services, full automated CI/CD pipelines enabling faster time to market.…
Added 6 mins ago
C
Engineering Lead Analyst - VP
Citi
Mississauga, ON
- Full-time
The Engineering Lead Analyst is a senior level position responsible for leading a variety of engineering activities including the design, acquisition and deployment of hardware, software…
Added 6 mins ago
C
Engineering Lead Analyst - VP
Citi
Mississauga, ON
- Full-time
The Engineering Lead Analyst is a senior level position responsible for leading a variety of engineering activities including the design, acquisition and deployment of hardware, software…
Added 6 mins ago
Supply Chain Coordinator (Project Procurement)
BWXT
Cambridge, ON
…primary link between Supply Management, Project Management, Engineering, and Quality, while managing procurement schedules and representing Supply Management in proposal and project…
Added 6 mins ago
S
Sr. Mechanical Engineer / Project Manager - Buildings
SearchLabs
Markham, ON
- Full-time
…with exceptional opportunities in design, construction, and engineering. By deeply understanding both candidates’ career goals and client needs, we create partnerships that drive long-term…
Added 7 mins ago
IO
Project Manager, Asset Management Execution – Capital Investments
Infrastructure Ontario
Toronto, ON
- Full-time
Lead complex infrastructure projects through all phases of development and delivery, including planning, RFQ/RFP processes, design, construction, commissioning, and transition to operations.
Added 7 mins ago
PI
Vice President, Data Engineering
PICTON Investments
Toronto, ON
- Full-time
We are looking for a Vice President, Data Engineering to define and lead PICTON's data strategy across investment data, analytics, and AI, and to show what an AI-native data organization…
Added 7 mins ago
AL
Principal Product Applications Engineer - Scorpio
Astera Labs
Vancouver, BC
- Full-time
…the fastest-growing categories in semiconductors. You will lead customer system design-in and Scorpio-related debug, develop customer-facing collateral, lead cross-functional…
Added 7 mins ago
DI
Senior IT Security Engineer
Draganfly Inc.
Burnaby, BC
- $120,000 to $140,000 CAD / year
- Full-time
…focus is on the sale of drone products and services, contract engineering & custom integration product development, and health monitoring products and…
Added 7 mins ago
H
Architectural Project Manager
Hays
Toronto, ON
- $80,000 to $120,000 CAD / year
- Full-time
You will lead multidisciplinary project teams and act as a key point of contact for clients, consultants, contractors, and other stakeholders.
Added 7 mins ago
GC
Principal & Head of Public Markets & Quant Technology
GlassRatner Canada
Toronto, ON
- Full-time
…technology executive who combines strategic vision, strong engineering expertise, and a deep understanding of investment workflows. The successful candidate will serve as the primary…
Added 8 mins ago
BB
Director, Marketing Technology Consulting
Bond Brand Loyalty
Canada
- $135,000 to $185,000 CAD / year
Lead discovery sessions, requirements gathering, and solution design workshops.
Added 23 mins ago
Systems Engineering Internship - Summer 2027
Synopsys
Mississauga, ON
Work alongside lead architects and mid-level engineers on high-performance SerDes IP projects, contributing to system analysis and design initiatives
Added 23 mins ago
GM
Senior Software Engineering - Protocol Operations & Trust
General Motors
Markham, ON
- Full-time
Protocol Operations & Trust (POT) is part of Scaled Engineering Operations (SEO) within GM’s AV Simulation organization. We build and operate workflows, automation, tooling, and data…
Added 23 mins ago
SS
Security Operations Team Lead
Safe Software
Remote, Canada
- $126,000 to $137,000 CAD / year
- Full-time
- Remote
5+ years in security operations, incident response, or a closely related security engineering discipline, including 1–2 years leading a team - as a manager, team lead, or technical lead…
Added 23 mins ago
GD
Co-op Winter 2027 Engineering Project Coordinator - 8-16 Months
General Dynamics Missions System International
Calgary, AB
- Internship
At General Dynamics Mission Systems–Canada, we’re not just engineering technology - we’re shaping the future of defence and security. Our teams design and deliver advanced, mission-critical…
Added 35 mins ago
BC
Senior Manager, Data & AI
BDO Canada
Vancouver, BC
- Full-time
In partnership with Western Canada Partners, industry leaders, and the National Practice Lead, Data & AI, help grow BDO’s Data & AI consulting presence across Vancouver, British Columbia,…
Added 35 mins ago
RT
Product Owner/Scrum Master
Robosoft Technologies
Canada
- Full-time
We are seeking an experienced Senior Product Owner/Scrum Master to lead the ongoing delivery and evolution of a large-scale digital and streaming platform.
Added 35 mins ago
BB
Director, Marketing Technology Consulting
Bond Brand Loyalty
Canada
- $135,000 to $185,000 CAD / year
- Full-time
Lead discovery sessions, requirements gathering, and solution design workshops.
Added 36 mins ago
CA
Brand Engineer
Calico AI
Toronto, ON
- Full-time
The Brand Engineer, AI Workflows is Calico's strategy and implementation lead for new customers. From the day a brand signs, you own the plan for how Calico fits into their product creation…
Added 36 mins ago
JH
Senior Architect - Cybersecurity
John Hancock
Toronto, ON
- Full-time
Participate and lead conceptual, solution, and component-level architectures and associated artifacts.
Added 38 mins ago
Senior Staff Software Engineer
Diligent Corporation
Vancouver, BC
…multi-quarter AI strategy into execution roadmaps and representing engineering's perspective to senior…
Added 38 mins ago
Head of E-Commerce Operations
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Vaughan, ON · Pointe-Claire, QC
In this highly visible leadership role, you will shape and lead the end-to-end operational strategy for our e-commerce business. You will oversee our automated customer fulfilment centres,…

Open Text Corporation

Sr. Technical Support Specialist

Waterloo, ON, N2L 0A1, Canada

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Job details

Posting language: English
Posted: Oct 5, 2026

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 Senior 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: 72,200 - 108,200 CAD per annum; 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 Senior Technical Support Specialist manages complex client issues from investigation to resolution and provides technical leadership across the organization. They are responsible for mentoring team members, improving support processes, and collaborating with cross-functional teams to ensure high-quality client outcomes.

Requirements

Candidates must have at least 6 years of experience in technical support or a related enterprise technology environment. A university degree or college diploma in Computer Science, Information Technology, or Engineering is required.

Skills

Technical support
Root-cause analysis
Troubleshooting
Mentoring
Knowledge-centered service
Windows server
Linux
SQL
Networking
Active directory
SAML
API
Cloud infrastructure
Communication
Escalation management
Project coordination

Benefits

Health benefits
Paid time off
Vacation entitlement

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
Active Directory
LDAP
SAML
OAuth
PKI
SSL/TLS
API
Postman
Cloud
Virtualization
Containers
Escalation

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