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.
Your Impact:
Sr. Technical Support Specialists are responsible for delivering highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective. Our Sr. Technical Support Specialist position offers you an opportunity to learn exciting technologies and exercise critical and creative thinking as you’ll work on unique customer issues to provide resolutions.
What the role offers:
Represent OpenText acting as first point of contact for all technical support inquiriesIncident management and collaboration with other teams while adhering to SLA’s and KPI’sUtilize exceptional written and verbal communication skills while supporting customers while demonstrating a high level of customer focus and empathyMeet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveysCollaborate with various stakeholders to act as a trusted customer advocateManage Escalations and work with Escalation Manager as a point of contact
What you need to succeed:
5 - 8 years of prior experience working on relevant technologiesTechnical Support experience handling Enterprise Products a mustStrong Problem Solving and Troubleshooting experienceUniversity/College degree within a related disciplineWillingness to work in shifts during weekdays and on-call during weekendsExperience in Installation, Configuration and Maintenance of Mainstream OS (Windows, Linux)Experience in Installation & Configuration of DB (SQL Server or Oracle)Knowledge of TomcatUnderstanding of Infrastructure and Cloud Technologies including Storage, Backup & Restore, Networking, Load Balancer, Proxy, Firewalls, ContainerizationExperience in troubleshooting issues in a N-Tier Software Architecture EnvironmentDemonstrated Problem Solving and Analysis of Product Trace / Logging informationKnowledge on MS SQL and Scripting a value addition
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.