Lead 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 Lead Technical Support Specialist role at OpenText is more than just a position—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll help deliver end to end, high quality technical support for OpenText Bricata products, playing a vital role in enabling cutting edge information management solutions. This role goes beyond technical problem solving, focusing equally on delivering an exceptional customer experience.

WHAT THE ROLE OFFERS
• Delivered high quality technical support to customers with varying levels of technical expertise, ensuring a positive support experience.
• Troubleshot and resolved complex technical issues, clearly scoping and diagnosing problems end to end.
• Led regular conference calls, customer business reviews, and issue review discussions.
• Collaborated closely with Engineering, Development, and Product Management to escalate issues and drive product improvements.
• Communicated product deficiencies, enhancements, and support insights clearly and effectively.
• Created and maintained support resources, including training materials, knowledge base articles, and documentation.
• Utilized virtual environments and VMs to replicate issues and maintain an effective support workspace.
• Demonstrated patience, professionalism, and a customer centric approach while managing escalations and ongoing requests.
• Actively participated in coaching and knowledge sharing to improve problem identification and expectation setting.

WHAT YOU NEED TO SUCCEED
• 7+ plus years of similar or relevant experience or demonstrated ability
• Proven success in a customer facing role
• Seen as a technical and functional subject matter expert in key technologies
• Idea driven to lead projects and interact with management involving cross-team collaboration
• Champion for Knowledge Base and continuous improvement
• Respected mentor and leader of your peers to review and provide team technical guidance
• University/College degree technology related or equivalent work experience
• Strong knowledge of computer hardware components and operating system best practices
• Strong knowledge of networking principles including, but not limited to, firewalls, switches, routers, domains, and network topology
• Proficiency with most current versions of Microsoft Windows and Server
• Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers
• Web technologies such as web servers, browsers, etc.
• Networking protocols, architecture, and devices such as load balancers
• Enterprise software solution architectures
• Familiarity with cluster and Disaster Recovery architectures and concepts

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 join an established team that provides world-class customer support through technical assistance to external customers, and other departments, via phone, e-mail, and support portal message board. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

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 [email protected]. 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: $86,800 - $130,200; 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.