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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

 

THE OPPORTUNITY

As a key member of the OpenText Mission Control Center (MCC), the Senior Customer Advocate plays a vital role in preventing critical escalations and driving long-term improvement through structured problem management and trend analysis. You will help ensure customer success by proactively identifying risks, analyzing recurring issues, and enabling corrective action before problems escalate.

 

This role requires strong analytical skills, cross-functional collaboration, and effective communication with both technical experts and senior business stakeholders.

YOUR IMPACT

Detecting and tracking at-risk customers through analysis of critical support cases, especially during go-lives, updates, or expansionInvestigating why escalations occurred and driving improvements so future issues can be handled via standard supportFacilitating structured problem analysis (5 Whys, Root Cause Analysis)Translating known errors into widely accessible knowledge through documentation, enablement, and internal awarenessDriving permanent corrective actions and applying a fleet-wide approach to eliminate systemic issues across all customer environmentsSupporting AI-first initiatives to identify patterns, automate RCA documentation, and drive proactive issue detectionCommunicating clearly with both technical and executive stakeholders, and building trust across internal teamsManaging priorities in a fast-paced environment with attention to detail and follow-through

WHAT YOU NEED TO SUCCEED

3+ years of experience in technical support, problem management, or operational risk rolesStrong understanding of problem management processes and methodologiesFamiliarity with AI or analytics tools for risk detection and pattern recognition is a plusProven ability to distill patterns into actionable insights and drive continuous improvementExperience collaborating across Support, Engineering, and Operations teamsSelf-starter with strong prioritization and execution skillsExcellent verbal and written communication across technical and business audiencesFamiliarity with OpenText products and services is a plusCertifications in ITIL, Lean Six Sigma, or related disciplines preferred

 

About OpenText Mission Control Center

 

The Mission Control Center (MCC) operates with one principle: in customer mission-critical moments, failure is not an option. It is a global, cross-functional organization that supports the entire OpenText product portfolio and engages during the most complex, high-impact customer escalations.

 

MCC is built on a three-pillar strategy to ensure customer success:

 

We protect customers by coordinating internal resources, advocating on their behalf, ensuring transparent communication, and driving resolution when the stakes are highest.We prevent future risk by proactively monitoring high-risk lifecycle events and identifying early signals of critical issues.We improve by analyzing incident and escalation trends and feeding insights back into OpenText’s products and processes for lasting change.

 

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 efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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 contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.