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Added 12 mins ago
DI
Customer Support Specialist | Montreal
dcbel Inc
Montreal, QC
- Full-time
We’re looking for a Customer Support Specialist to assist our customers with level 1 troubleshooting when using dcbel’s Ara products and services, and coordinating level 2 technical…
Added 27 mins ago
FB
Produce Department Manager
Farm Boy Inc.
Burlington, ON
- $57,500 to $62,500 CAD / year
- Full-time
As a key leader within our store, you’ll support Farm Boy’s vision of the best fresh shopping experience by delivering exceptional customer service and guiding your department to achieve…
Added 27 mins ago
TS
Christmas Campaign Supervisor
The Salvation Army in Canada
Kemptville, ON
- Full-time
…necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging…
Added 27 mins ago
R
Data Steward (7890EB7)
Referment
Montreal, QC
- Full-time
…stay grounded in well-governed data. You'll also act as L2 support for data incidents within your domains, diagnosing whether the root cause lies in source data, transformation logic,…
Added 27 mins ago
TS
Christmas Campaign Supervisor
The Salvation Army Canada and Bermuda Territory
Kemptville, ON
- Full-time
…necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging…
Added 1 hour ago
JI
Application Support Specialist, Halifax
J.D. Irving, Limited
Dartmouth, NS
- Full-time
The Application Support Specialist is responsible to support and maintain a variety of Enterprise applications and platforms. You will be the main point of contact for technical expertise…
Added 1 hour ago
S
Systems Engineering Specialist
SpaceBridge
Montreal, QC
- Full-time
We are seeking a System Engineering specialist to support system-level design, requirements definition, and - critically - integration activities across R&D development projects.
Added 1 hour ago
NC
Technical Specialist (Digital Signage)
Newfoundland Capital Corporation Limited
Montreal, QC
- Full-time
Our Customer Support team (Stingray Business division), based in Montreal, is currently looking for a Technical Specialist (Digital Signage) who is motivated by a constantly evolving…
Added 3 hours ago
TH
Asset Protection Specialist Full-Time - 7057 Polo Park
The Home Depot Canada
Winnipeg, MB
- Full-time
Position Overview: The Asset Protection Specialist (APS) is primarily responsible for preventing and investigating financial loss caused by external and internal theft and fraud. The APS…
Added 3 hours ago
TH
SPÉCIALISTE, PROTECTION DES RESSOURCES
The Home Depot Canada
Winnipeg, MB
- Full-time
The Asset Protection Specialist (APS) is primarily responsible for preventing and investigating financial loss caused by external and internal theft and fraud. The APS will drive execution…
Added 5 hours ago
HM
Obstetrics/Gynecology
Health Match BC
Mission, BC
- Full-time
…Mission, British Columbia. This opportunity is ideal for a specialist seeking to establish or expand a community-based women's health practice in a modern, fully supported…
Added 5 hours ago
AS
Project Engineer (France)
AdaptiveMobile Security
Engineer, BC
- Full-time
Do you have experience working in Customer Operations and/or R&D environments, with the ability to design, develop, and support network-related software? Is your focus is ensuring optimal…
Added 6 hours ago
FS
Outside Sales- Parts & Service- Refuse Equipment
Federal Signal Corporation
Toronto, ON
- Full-time
Relevant experience may include; Product Support Manager, Refuse Equipment Specialist, Parts Technician, Parts Advisor, Territory Sales Representative, Refuse Repair Mechanic etc.
Added 6 hours ago
AS
Sage Intacct Construction Implementation Specialist ($5000 Signing Bonus)
Asyma Solutions Ltd.
Canada
- Full-time
Asyma Solutions Ltd. is a growing boutique Professional Services organization focused on cloud financial management software, implementation, training, support, and long-term customer…
Added 6 hours ago
JE
Sales And Service Specialist
JJ Elevate Accounting Solutions Inc.
Charlottetown, PE
- Contract
Company Description Elevate Tax Software is a next-generation financial technology company focused on simplifying tax preparation and financial management through advanced technology. Our…
Added 7 hours ago
RH
Information Technology Support Specialist
Robert Half
Kamloops, BC
- $23 to $27 CAD / hour
- Contract
Robert Half is offering a contract opportunity for a IT Support Specialist in the interior of British Columbia, near Kamloops. The individual will be part of our clients IT team, providing…
Added 8 hours ago
T
Business Systems Analysis Specialist
TD
Toronto, ON
- Full-time
Provide business context and analysis support during investigation of production issues.
Added 8 hours ago
A
Manager, Product and Industry Marketing
Autodesk
Montreal, QC
- Full-time
Diriger, encadrer et développer l’équipe de marketing produit et de stratégie couvrant la « Conception éclairée », le support spécialisé, la « Construction industrialisée » et le…
Added 8 hours ago
CB
Marketing & Communications Specialist
Canadian Bar Association of BC
Calgary, AB
- $65,000 to $75,000 CAD / year
- Full-time
…membership, events and other organizational initiatives, the Specialist develops promotional plans, creates compelling content and manages campaign delivery across email, social media, web…
Added 9 hours ago
AC
BIM Specialist
AME Consulting Group Ltd
Vancouver, BC · Calgary, AB
- $75,000 to $90,000 CAD / year
We are looking for a BIM Specialist to join our Calgary or Vancouver office. In this role, you will be responsible for developing, maintaining, and coordinating Building Information Models…
Added 9 hours ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
The Software Analyst contributes to the design, development, integration, and testing of low- to medium-complexity operationally critical and safety-critical software systems within the…
Added 9 hours ago
A
Manager, Product and Industry Marketing
Autodesk
Montreal, QC
- Full-time
Diriger, encadrer et développer l’équipe de marketing produit et de stratégie couvrant la « Conception éclairée », le support spécialisé, la « Construction industrialisée » et le…
Added 9 hours ago
A
Manager, Product and Industry Marketing
Autodesk
Montreal, QC
- Full-time
Diriger, encadrer et développer l’équipe de marketing produit et de stratégie couvrant la « Conception éclairée », le support spécialisé, la « Construction industrialisée » et le…
Added 9 hours ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
The Software Analyst contributes to the design, development, integration, and testing of low- to medium-complexity operationally critical and safety-critical software systems within the…
Added 9 hours ago
EF
Showroom Sales Specialist
Elysium Furniture
Woodbridge, ON
- Full-time
Role Description The Showroom Sales Specialist is a full-time, on-site role based in Woodbridge, ON. This role is responsible for welcoming customers to the showroom, understanding their…

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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