Senior Technical Support Specialist in Richmond Hill

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 highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Impact: Want to work with 85% of the world’s top brands and more than 100,000 clients in 140 countries? With OpenText Client Support, you have the chance to help our clients use our world-class software and make them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

Join our team as a Senior Technical Support Specialist and make a direct impact on client success. You'll work with innovative technologies, leverage critical thinking, tackle complex technical challenges, and develop creative solutions for unique client environments. This role offers an exciting opportunity to combine technical expertise with exceptional client service skills, enabling you to troubleshoot, resolve complex issues, and act as a trusted advocate for our clients.

What the role offers:

• Representing OpenText acting as first point of contact for all technical inquiries regarding IT Operations Management Suite and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting clients via telephone or email, demonstrating a high level of client focus and empathy.
• Meeting established service delivery guidelines and key performance indicators measured through client satisfaction surveys, phone-based activities, and schedule adherence.
• Understanding the client environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Acting as a key point of contact for client follow-up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and client suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Mentoring team members and contributing to their skill development.
• Taking ownership of your work with general direction, leveraging sound judgment and collaborating with others when additional expertise or approvals are needed.

What you need to succeed:

• 3+ years previous experience working within a technically focused environment.
• Focused on scoping problems and strong troubleshooting ability.
• University/College degree within a related discipline or equivalent work experience.
• Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers.
• Good knowledge of Web Servers and HTML (ie. Tomcat or MS IIS).
• Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2).
• Understanding of Networking principles and Active Directory including TCP/IP, HTTP/S, and TLS/SSL.
• Familiar with Docker and fundamental Kubernetes concepts such as pods, services, and basic kubectl commands.
• Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix).
• Knowledge of cloud platforms (AWS, Azure, Google Cloud, BYOK, OpenShift) will be an advantage.

As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.

OpenText's commitment to diversity and inclusion surpasses legal requirements, promoting a respectful and empowering environment for employees of all backgrounds.

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.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. Salary Range: 72,200 - 108200 CAD per annum; actual salary may vary based on education, experience, skills, geographical location, and alignment with internal equity and external market.