Sr. Technical Support Specialist

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.

YOUR IMPACT

A Sr. Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to provide exceptional technical customer support in a challenging and rewarding environment.

WHAT THE ROLE OFFERS

• Serve as the first point of contact representing OpenText for all technical inquiries related to ECM and its integration with external environments.
• Provide high quality customer support via phone, email, chat, and remote sessions, demonstrating strong communication skills, empathy, and customer focus.
• Diagnose and resolve customer issues through in depth analysis, identifying root causes, workarounds, and solutions which may or may not be related to OpenText products directly
• Manage incidents and customer follow ups end to end, ensuring accurate documentation, updates, and resolution in ServiceNow.
• Meet service delivery standards and KPIs, including customer satisfaction, schedule adherence, and support metrics.
• Collaborate cross functionally with development and other teams to document defects, share customer feedback, and contribute to knowledge base articles.

WHAT YOU NEED TO SUCCEED

• 3–5 years of experience in a technical support or similar customer‑facing technical environment.
• University or college degree in a related field, or equivalent practical experience.
• Strong working knowledge of Windows and Linux operating systems, with exposure to scripting or programming languages (e.g., Java, SQL, .NET, C++).
• Experience with web technologies and servers such as Tomcat or Microsoft IIS, including HTML.
• Hands‑on experience with relational databases (e.g., Oracle, MS SQL Server) and a solid understanding of networking fundamentals.
• Ability to provide technical guidance and mentorship to peers and junior team members.
• Proven ability to thrive in a fast‑paced, evolving environment while effectively multitasking and prioritizing work.
• Strong customer‑centric mindset with attention to detail, eagerness to learn, and a positive, patient, and professional attitude.
• Administrative Knowledge pertaining to OpenText Archive Center/Core Archive, OpenText Directory Services and/or OpenText Imaging Webviewer would be an asset.

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. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form.

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 contact us at hr@opentext.com. 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. A summary of those benefits can be found on our Why Join Us page. 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: $63,140 - $103,730; 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.