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Added 1 hour ago
CO
Senior Advisor, Finance Administration
City of Brampton
Brampton, ON
- Full-time
Build effective working relationships at all levels, particularly with senior leaders in client departments across the City, ensuring the highest possible level of client satisfaction and…
Added 1 hour ago
AC
Bilingual Business Development Manager - FF&E
Aramark Canada
Montreal, QC
- Full-time
Act as a strategic advisor to leadership and peers on FF&E account strategy.
Added 2 hours ago
H
Senior Electrical Power Engineer
HDR
Calgary, AB
- Full-time
…is poised for monumental growth. We are seeking a qualified Senior Electrical Power Engineer to help our clients develop, contract, and implement natural gas and potentially renewable…
Added 2 hours ago
HC
Charge Nurse
Health Careers Canada
Toronto, ON
- Full-time
…generate new revenue opportunities for UHN. Reporting to the Senior Manager, UHN Medical Solutions, the Clinical Coordinator will be a key member of the International Patient Program,…
Added 2 hours ago
HC
Charge Nurse
Health Careers Canada
Toronto, ON
- Full-time
…generate new revenue opportunities for UHN. Reporting to the Senior Manager, UHN Medical Solutions, the Clinical Coordinator will be a key member of the International Patient Program,…
Added 4 hours ago
OT
Lead Automation Architect
Open Text Corporation
Mississauga, ON · Richmond Hill, ON · Waterloo, ON
- Other
This is a senior individual contributor role with strong technical leadership influence, ideal for someone who enjoys working at the intersection of platform development, SRE, and…
Added 4 hours ago
D-
Regional Sales Manager - Farm Retail
DLF - BV
Kawartha Lakes, ON · Lindsay, ON
- Full-time
The Regional Sales Manager is a senior leadership role responsible for driving sales growth, managing key customer relationships, and developing market strategies within an assigned…
Added 4 hours ago
IW
Product Specialist, Investment Products - Winnipeg, Toronto
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Acting as the central point of contact for the Investment Products team’s advisor and sales support mailboxes, the incumbent triages, tracks and coordinates timely and accurate responses…
Added 6 hours ago
CO
Corporate Services Financial & Administration Manager
City of Lethbridge
Lethbridge, AB
- Full-time
…collaboratively across divisions, you will serve as a trusted financial advisor, supporting leaders in making informed decisions that balance operational needs, community impact, and…
Added 7 hours ago
J
Account Manager
JobsMedia.io
Montreal, QC
- Full-time
Act as a key strategic advisor, understanding clients' business priorities.
Added 7 hours ago
MH
Director, Enterprise Project Management Office
Milton Hydro Distribution Inc.
Milton, ON
- Full-time
…point of accountability for portfolio health and is a trusted advisor to the executive team on prioritization, capacity, and…
Added 7 hours ago
Toronto Showroom - Expression of Interest
CullenUS
Toronto, ON
A supportive, collaborative team and clear paths to grow from Client Advisor into senior and leadership roles in a global business
Added 7 hours ago
OC
Production Techgronomist
Olds College
Olds, AB
- $70,000 to $80,000 CAD / year
- Full-time
Reporting to the Senior Manager of the Smart Farm, the Production Techgronomist represents a unique opportunity to shape the future of digital agriculture in a world-class applied research…
Added 9 hours ago
A
Everyday Banking Advisor - Spirit River
ATB
Spirit River, AB · Rycroft, AB
- Full-time
Be a Trusted Advisor: Provide personalized advice on personal banking products, services, and solutions. You'll match clients with the right products and escalate complex needs to senior…
Added 10 hours ago
Head of Talent Acquisition
Visier Solutions Inc
Vancouver, BC
Strategic Hiring Partner Enablement: Transform the TA function into a strategic advisor, coaching and enabling hiring managers to effectively identify, assess, and hire great talent.
Added 10 hours ago
HA
Senior Water Resources Engineer
Hazen and Sawyer
Calgary, AB
- Full-time
The Opportunity – Senior Water Resources Engineer
Added 10 hours ago
A
Regional Service Agent
Allstate
Thunder Bay, ON
- Full-time
The Customer Service Senior Associate handles basic to complex telephone/email/chat/fax inquiries from internal and external customers in an efficient, professional, and accurate manner.…
Added 10 hours ago
T
Senior Analyst, Margin Accounts Group (4583)
TD
Toronto, ON
- Full-time
The Margin Accounts Group (MAG) Senior Analyst is responsible for the effective mitigation of counterparty credit risk through the management of collateral exposures across OTC derivatives.…
Added 10 hours ago
Senior Lending Advisor - Cochrane, AB
Scotiabank
Cochrane, AB
As a Senior Lending Advisor, you’ll help clients achieve their homeownership goals by delivering expert mortgage advice, strengthening relationships, and driving lending growth.
Added 10 hours ago
Cyber Security Operational Technology Senior Analyst or Analyst
Pembina Pipeline Corporation
Calgary, AB
Pembina Pipeline Corporation’s Calgary office is actively hiring for a Cyber Security Operational Technology (OT) Senior Analyst or Analyst to join our Cyber Security team. Reporting to the…
Added 11 hours ago
OC
Production Techgronomist
Olds College of Agriculture & Technology
Olds, AB
- $70,000 to $80,000 CAD / year
- Full-time
Reporting to the Senior Manager of the Smart Farm, the Production Techgronomist represents a unique opportunity to shape the future of digital agriculture in a world-class applied research…
Added 11 hours ago
D
Product Owner, Product management
Desjardins
Montréal-Ouest, QC
- Full-time
…a variety of fields of expertise. You will serve as expert advisor and subject matter expert, as well as a resource person and coach for senior management and decision-making bodies. More…
Added 11 hours ago
EC
Health and Safety Advisor - Atlantic Canada
EnGlobe Corp.
Dartmouth, NS
- Full-time
…accountability, and continuous improvement. As a Health & Safety Advisor, you will play a key role in supporting our commitment to providing a safe and healthy workplace for our employees,…
Added 11 hours ago
K
Senior Consultant, Financial Services-Insurance & Wealth & Asset Management
KPMG
ON · Toronto, Ontario
- Full-time
…focused on insurance and wealth management. We are looking for Senior Consultants who want to help leading financial services organizations solve complex business problems, transform how…
Added 11 hours ago
RH
Human Resources Manager
Robert Half
Surrey, BC
- Full-time
…workforces. The successful candidate will act as a trusted advisor to leadership, providing guidance across all areas of human resources while partnering closely with operations to support…

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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