Senior Technical Support Specialist

Hiring Manager: Mario Lopez

Talent Acquisition Advisor: Olu Adeyeye

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:

The Technical Support Specialist will be responsible for making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

This position requires strong technical and problem-solving skills. Our Technical Support Specialist position offers you an opportunity to learn new and exciting technology while working with the world’s top Fortune 500 companies. Critical thinking is something that you’ll use daily as each customer’s situation is often unique, requiring creative and long-lasting solutions. Our strong team-based environment ensures that if you get stuck or need help, you’ll always feel supported.

WHAT THE ROLE OFFERS:

• Able to take escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work
• Identify possible improvements to processes and applications to team members and leadership.
• Proactively identify possible problems and raise issues to appropriate teams
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements
• Manage work to meet milestones and keep management informed of issues and status
• Employ proper troubleshooting steps to solve complex problems involving broad product knowledge
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s and training materials
• Mentor and train Associate and Intermediate Technical Support Specialists
• Participate on special project teams for support or corporate initiatives as such projects arise
• Mentor and train Associate and Intermediate Technical Support Specialists
• Document processes or errors to assist in team members everyday responsibilities
• Maintain Documentation for accuracy and completeness in an ever-changing environment

WHAT DO YOU NEED TO SUCCEED:

• College/University graduate of a 4 year technical degree (e.g. computer science) preferred; for graduates of non-IT related courses, a 4 year degree and a strong technical aptitude is required
• Minimum of 4 years related experience
• Must demonstrate very good problem solving, analytical and organizational skills to handle progressively complex problems, provisioning, and project
• Working knowledge of and experience with AS/400, Unix, and Linux is high desirable
• Working knowledge of and experience with the following areas: Communications Protocols, Network Connectivity, Computer Operating Systems (AIX, MS Windows Client, Unix/Linux), Computer Hardware, Microsoft Applications, EDI mapping, and EDI processing
• Working knowledge of Network Connectivity including Firewalls and Load Balancers as well as Communications Protocols TLS, SSL, Kerberos, AD, LDAP, TCP/IP, NFS, DNS, SMTP, SSH, FTP, FTPS, SFTP, HTTPS/HTTPS and AS2
• Working knowledge of and experience with the following databases: Oracle, MS SQL Server and IBM DB2
• Working knowledge of and experience with one or more of the following Application Servers: Tomcat, Weblogic Server and Websphere AS
• Working knowledge of and experience with one or more of the following programming languages: SQL, JavaScript and C++, Perl and VB
• Established technical problem solving and critical thinking skills, including the ability to think creatively to find solutions
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be technical
• EDI knowledge
• Must be able to work the night shift, shift rotation, on-call and overtime (when necessary)
• Good customer orientation and can work under pressure
• Has high degree of deductive reasoning ability, critical thinking capacity, and initiative to solve problems and determine appropriate solutions

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: $72,160 -$108,240; 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.