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Added 6 mins ago
WC
(CAN) Customer Service Manager
Walmart Canada
Williams Lake, BC
- $15 CAD / hour
- Full-time
Be open to working a variety of shifts, including evenings, weekends, and holidays, based on business needs. Your adaptability helps ensure the store runs smoothly and customers receive…
Added 6 mins ago
RH
Controller
Robert Half
Vancouver, BC
- $130,000 to $150,000 CAD / year
- Full-time
Provide financial insights and analysis to senior leadership to support strategic decision-making and business planning.
Added 6 mins ago
CC
Signature Programs, Relay For Life Youth Specialist
Canadian Cancer Society
NB · New Brunswick, Canada
- Full-time
…work as part of the national RFLY team to actively solicit new business opportunities with high schools to meet aggressive revenue targets for the Relay For Life Youth Program. Relay For…
Added 6 mins ago
WC
Optician, Dual Licensed
Walmart Canada
London, ON
- Full-time
Develop the optical business through executing programs as well as promoting the Walmart brand.
Added 6 mins ago
WC
(CAN) People Lead
Walmart Canada
Camrose, AB
- Contract
Develops, communicates, and implements HR practices and action plans to meet business needs by collaborating with managers, co-workers, customers, and other business partners; analyzing and…
Added 6 mins ago
WC
(CAN) Site People Partner (Calgary/RockyView)
Walmart Canada
Rocky View No 44, AB · Rocky View County, AB
- Full-time
Position Summary...Responsible for providing a generalist HR service to a business unit covering responsibilities including but not limited to; staffing, training, performance management,…
Added 6 mins ago
RH
Artificial Intelligence Specialist
Robert Half
Calgary, AB
- Contract
On behalf of our not-for-profit client, we’re looking for a hands-on AI Specialist to help organizations identify, build, and deploy practical AI solutions that create real business impact.
Added 6 mins ago
WC
(CAN) Solution Consultant II
Walmart Canada
Mississauga, ON
- Full-time
…delivering technology-driven solutions that address complex business challenges. You will collaborate with cross-functional teams, engage with stakeholders, and ensure the successful…
Added 6 mins ago
SC
Customs Compliance Specialist
Stoakley-Stewart Consultants Ltd.
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…freight, but to protect timelines, manage complexity, and keep business moving when transportation challenges…
Added 7 mins ago
O
Senior Manager Government Security (Hybrid - Canada - Kitchener Office)
Oracle
Kitchener, ON
- $81,700 to $131,700 CAD / year
- Full-time
…reflect Oracle's differing products, industries and lines of…
Added 7 mins ago
B
Senior Manager, Financial Reporting & Insights (FR&I)
BDO
Calgary, AB
- Full-time
Contribute to the strategic growth of the FR&I team through business development, process improvements, and coaching future leaders.
Added 7 mins ago
S
Services Lead, Stores - Full Time
Sephora
Calgary, AB
- $20 to $23.55 CAD / hour
- Full-time
Entrepreneurial Spirit. Demonstrate a strong understanding of the store’s sales performance and business opportunities. Ensure proper zoning on stage to support client needs. Adjust…
Added 36 mins ago
IW
Senior Manager, Living Plan Portal - Canada
IG Wealth Management
Quebec, QC
- Full-time
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 36 mins ago
IW
Senior Manager, Living Plan Portal - Canada
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 36 mins ago
IW
Coordinator, Region Office Operations (12 Months Contract) - North York, ON
IG Wealth Management
ON · Ontario, Canada
- Contract
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 36 mins ago
IW
Senior Manager, Living Plan Portal - Canada
IG Wealth Management
ON · Ontario, Canada
- Full-time
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 36 mins ago
AC
Front Line Manager – Property Claims
Aviva Canada
AB · Edmonton, AB
- Full-time
…conditions that impact customer outcomes, employee experience, and business…
Added 36 mins ago
AC
Data Scientist
Aviva Canada
Toronto, ON
- Full-time
Join a team of data scientists and engineers using advanced analytics and machine learning to solve real business challenges. As part of the Commercial Auto Data Science team, you'll build…
Added 36 mins ago
CG
Manager, Risk Modelling
Canada Guaranty
Toronto, ON
- $100,000 to $130,000 CAD / year
- Full-time
Proven track record extracting, preparing, and analyzing large data sets in an academic or business setting.
Added 36 mins ago
B
General Repair Technician III
BGIS
Toronto, ON
- Full-time
We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes…
Added 36 mins ago
TJ
Brand Manager
The J.M. Smucker Co.
Markham, ON
- Full-time
Reporting to the Senior Brand Manager on the business, assume a leadership role in the management of the brand(s), setting the annual strategic direction for the brand(s) including the…
Added 36 mins ago
PC
ERP Risk, Controls & Security Solutions Manager
PwC Canada
Toronto, ON
- Full-time
…parties is accurate, complete, and can be trusted. Our team helps business leaders develop into data driven organizations that adopt a comprehensive evidence based strategy, combined with…
Added 36 mins ago
CS
Specialist, Health & Safety
Corby Spirit and Wine Limited
Windsor, ON
- Full-time
…friends every day, and realizing our potential as people and as a…
Added 36 mins ago
AC
Data Scientist
Aviva Canada
Markham, ON
- Full-time
Join a team of data scientists and engineers using advanced analytics and machine learning to solve real business challenges. As part of the Commercial Auto Data Science team, you'll build…
Added 36 mins ago
PC
Senior Associate -Cyber Security Forward Deployed(Bilingual FR/EN)
PwC Canada
Ottawa, ON
- Full-time
…workstreams end-to-end and ensure security recommendations align with business goals and are clearly communicated. This position offers an opportunity to build your expertise in cloud…

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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