Your Impact:The Senior Technical Support Specialist provides advanced technical troubleshooting and resolution for OpenText products across on-premises and cloud environments. This role requires deep technical expertise, structured problem-solving, and the ability to deliver durable solutions for complex customer scenarios. You will engage with enterprise-level organizations and work with modern technologies in a high-availability, mission-critical context.
What The Role Offers:- Deliver end-to-end technical support for OpenText solutions, ensuring adherence to SLAs and quality standards.
- Communicate clearly and professionally in writing and verbally; maintain accurate documentation for all interactions and technical resolutions.
- Manage escalated customer situations with precision and composure; act as primary contact during critical incidents.
- Isolate, reproduce, and resolve complex technical issues independently or in collaboration with product engineering teams.
- Collaborate across product and functional teams to document and resolve software defects and feature requests.
- Serve as escalation point and mentor for advanced technical issues.
- Author and review technical documentation, best practices, and knowledge articles for internal and external audiences.
- Provide operational feedback to management on workload, queue health, and escalation trends.
- On-Call and Holiday Coverage: Participate in scheduled on-call rotation and provide technical support during designated holidays as part of coverage requirements. Frequency may vary based on team size and operational needs.
What You Need to Succeed:- Minimum 4 years in technical support or equivalent technical troubleshooting role.
- Degree or diploma in a related discipline or equivalent experience.
- Strong foundation in Windows and Unix/Linux operating systems.
- Proficiency with web servers (Tomcat, IIS) and relational databases (Microsoft SQL Server, Oracle).
- Demonstrated ability to work in dynamic environments with shifting priorities.
- Advanced written and verbal communication skills for technical and customer-facing contexts.
- High attention to detail and ability to learn new technologies quickly.
Technical ExpertiseIntermediate-to-advanced proficiency in at least three of the following areas:
- Networking: Diagnostic skills using tools such as Wireshark, Fiddler, Charles.
- System Administration: Identity and access management (Active Directory/LDAP, OpenID, OAuth, SAML).
- Database Management: Backup/restore, high availability configuration, performance tuning.
- Security: PKI, SSL/TLS, certificate lifecycle management.
- High-Availability Infrastructure: Proxy servers, load balancers.
- Application Debugging: Tools such as Eclipse, WinDbg, Postman, browser developer tools.
- Virtualization and Cloud: vSphere, AWS, Azure, GCP.
- Containerization: Docker, Kubernetes cluster deployment, orchestration, and troubleshooting at scale.
Nice to Have:- Knowledge of OpenText cyber security software suites: ArcSight,Encase/Tableau, Fortify, IAM, and/or Voltage.
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: $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.
