Sr. Technical Support Specialist

Hiring Manager: Bobby Boyd

Talent Acquisition Advisor: Chitra Menon

Job Code Level: TEP3

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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
A Technical Support Specialist role at OpenText is more than just a support position, it's an opportunity to make a meaningful impact on the success of our enterprise customers. As a key member of our global support organization, you will play a critical role in resolving complex technical challenges, delivering exceptional customer experiences, and ensuring customers maximize the value of their OpenText solutions. Working collaboratively across teams and business units, you'll help drive customer satisfaction, troubleshoot high-priority issues, and contribute to the continuous improvement of our products and services in a fast-paced, rewarding environment.

WHAT THE ROLE OFFERS
•    Resolving complex technical issues in all areas of assigned OpenText software products by analysing logs, researching issues, debugging scripts or recreating problems in-house.
•    Focusing on the customer experience and minimising customer effort. Representing OpenText in customer communications via telephone, email, or using remote solutions (Teams, Skype, WebEx etc) to find resolutions to presented technical problems.
•    Demonstrating curiosity and driving your own learning, pursuing new knowledge continuously to keep current with industry and product changes. 
•    Identifying and reporting software defects and feature requests. 
•    Authoring as well as update articles to contribute to our Product Knowledge Base.
•    Working independently in a self-motivated fashion, as well as collaborating when necessary on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. 
•    Meeting established service delivery guidelines such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case wellness.
•    Other duties and projects as assigned by management.

WHAT YOU NEED TO SUCCEED 
•    Experience in a technical support, application support, or development environment, supported by a related degree or equivalent practical experience. 
•    Strong technical knowledge of Windows operating systems, relational databases (Oracle, SQL Server, PostgreSQL), and web application servers such as Tomcat and NGINX; knowledge with UNIX/Linux is required. 
•    Experience with programming and scripting technologies including SQL, Java, and JavaScript, along with containerization platforms such as Docker and Kubernetes. 
•    Exposure to customer communications management solutions such as Exstream, StreamServe, or xPression is considered an advantage. 
•    Proven ability to manage multiple priorities simultaneously, troubleshoot complex issues, and adapt quickly in a fast-paced, evolving environment. 
•    Demonstrates a positive, customer-focused approach with strong problem-solving skills, empathy, and a commitment to continuous learning and best practices.

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.

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; 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.