Senior Technical Support Manager

3 weeks ago

Kitchener, Ontario, Canada Open Text Corporation Full time


Senior Technical Support Manager

Company: OpenText Corporation



About OpenText: OpenText is a premier global entity in information management, emphasizing innovation, creativity, and teamwork as core elements of our corporate ethos. Joining our team provides the chance to collaborate with some of the most esteemed organizations worldwide, address intricate challenges, and engage in initiatives that influence the trajectory of digital transformation.

Role Overview:

As the Senior Technical Support Manager, you will report directly to the VP of Global Business Network Support. Your primary responsibility will be to oversee the daily operations of the Liaison support team, providing both strategic and tactical leadership.

Key Responsibilities:

  • Establish the strategic vision for a globally distributed technical support team, ensuring alignment with our Center of Excellence.
  • Facilitate collaboration among North American, South American, EMEA, and Asian support teams to adhere to a unified set of processes and expectations.
  • Advance the Voice of Quality (VoQ) initiative, delivering a prioritized list of key issues to engineering for enhancement or bug resolution.
  • Leverage key performance indicators (KPIs) to consistently enhance service quality, positively affecting customer satisfaction and retention.
  • Formulate strategies to optimize costs and scalability while maintaining high-quality customer experiences.
  • Promote self-service and adoption strategies, ensuring efficient resolutions during customer interactions across various support channels.

Qualifications:

  • A minimum of 10 years of experience in leading technical support teams, with familiarity in the Liaison product suite.
  • Proven ability to foster collaborative communication within OpenText, aligning resources and ideas across teams for the company's benefit.
  • Encourages innovative thinking by challenging existing methods and supporting team members in exploring new approaches.
  • Demonstrated capability as a change agent, effectively managing and implementing long-term initiatives across various levels of the organization.
  • Exceptional relationship-building skills, with a focus on organizational and customer perspectives.
  • A Bachelor's degree is mandatory.


  • Senior Technical Support Manager

    3 weeks ago

    Kitchener, Ontario, Canada OpenText Full time

    Senior Technical Support Manager OpenText is a premier organization in the realm of information management, where innovation, creativity, and teamwork are fundamental to our corporate ethos. As a valued member of our team, you will engage with some of the most esteemed companies globally, address intricate challenges, and contribute to initiatives that...

  • Sr. Manager, Technical Support

    1 month ago

    Kitchener, Ontario, Canada opentext Full time

    OPENTEXT 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...

  • Technical Support Lead

    3 weeks ago

    Kitchener, Ontario, Canada Dawn Staffing Solutions Canada Full time

    One of our manufacturing clients in Waterloo, ON region is looking for a Technical Support Lead (G1).Responsibilities: Lead and manage the technical support team, ensuring timely and effective resolution of engineering-related issues. Provide expert-level technical support to internal teams, addressing complex engineering problems and identifying root...

  • Lead Manager, Technical Support Services

    3 weeks ago

    Kitchener, Ontario, Canada Open Text Corporation Full time

    Senior Technical Support ManagerCompany: OpenText CorporationOverview:As a prominent figure in the realm of information management, OpenText Corporation is committed to fostering a culture of innovation, creativity, and teamwork. Joining our team means engaging with some of the most esteemed organizations globally, addressing intricate challenges, and...

  • Senior Program Manager

    3 weeks ago

    Kitchener, Ontario, Canada Integral Senior Living Full time

    Become a vital part of a team dedicated to fostering growth and enhancing communities by delivering innovative solutions and exceptional service to our clients and the community. We leverage the resources of a substantial company while maintaining the flexibility of a specialized energy and industrial group, tackling some of the most complex and pioneering...

  • Senior IT Support Specialist

    1 week ago

    Kitchener, Ontario, Canada TextNow Full time

    Senior IT Support SpecialistAt TextNow, we're seeking a seasoned IT professional to join our team as a Senior IT Support Specialist. As a key player in shaping the future of our technology landscape, you'll be at the forefront of innovation in the telecommunications industry.Key Responsibilities:Technical Support: Provide expert-level technical support...

  • Senior Technical Specialist

    8 hours ago

    Kitchener, Ontario, Canada Paladin Technologies Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Technician to join our team at Paladin Technologies. As a Senior Technician, you will play a critical role in the installation, maintenance, and troubleshooting of electronic security systems, including access control, CCTV, and intrusion alarms.Key ResponsibilitiesInstallation and...

  • Senior Technical Support Specialist

    15 hours ago

    Kitchener, Ontario, Canada MCAP Full time

    About the RoleThis position is responsible for delivering top-notch technical support for all MCAP IT Infrastructure systems. The successful candidate will provide Level 1 and Level 2 support, ensuring seamless operations and minimizing downtime.Key ResponsibilitiesMonitor and manage Help Desk ticketing systems, gathering information from system users and...

  • Technical Support Analyst

    3 weeks ago

    Kitchener, Ontario, Canada Canadian Solar Inc. Full time

    Job OverviewPosition: IT Support SpecialistDepartment: Information TechnologyCompany: Canadian Solar Inc.Reporting To: Senior IT ManagerLocation: Kitchener, Canada (Hybrid)Position Summary:The IT Support Specialist plays a crucial role in delivering outstanding customer service and technical assistance to users across North America. Key responsibilities...

  • Technical Support Analyst

    3 weeks ago

    Kitchener, Ontario, Canada Canadian Solar Inc. Full time

    Job OverviewPosition: IT Support SpecialistDepartment: Information TechnologyCompany: Canadian Solar Inc.Reporting To: Senior IT ManagerLocation: Kitchener, Canada (Hybrid)Role Summary:The IT Support Specialist plays a crucial role in delivering outstanding customer service and technical assistance to users across North America. Key responsibilities...

  • Senior Developer

    2 days ago

    Kitchener, Ontario, Canada RouteThis Full time

    About the RoleWe are seeking a highly skilled Senior Developer to join our team as a Technical Lead. As a key member of our engineering team, you will be responsible for leading the development of our software solutions and driving innovation in the field of technical support.Key ResponsibilitiesEvaluate current solutions and lead efforts to improve and...

  • Senior Developer

    2 days ago

    Kitchener, Ontario, Canada RouteThis Full time

    About the RoleWe are seeking a highly skilled Senior Developer to join our team as a Technical Lead. As a key member of our engineering team, you will be responsible for leading the development of our software solutions and driving innovation in the field of technical support.Key ResponsibilitiesEvaluate current solutions and lead efforts to improve and...

  • Technical Support Analyst

    3 weeks ago

    Kitchener, Ontario, Canada Canadian Solar Inc. Full time

    Job OverviewPosition: IT Support SpecialistDepartment: Information TechnologyEntity: CS e-StorageReports To: Senior IT ManagerLocation: Kitchener, Canada (Hybrid)Position Summary:The IT Support Specialist plays a crucial role in delivering outstanding customer service and technical assistance to users across North America. Key responsibilities encompass the...

  • Regional Manager, Technical Support

    3 weeks ago

    Kitchener, Ontario, Canada OpenText Full time

    Position OverviewOpenText stands as a premier authority in information management, where our ethos revolves around innovation, creativity, and teamwork.As part of our dynamic team, you will engage with some of the most esteemed organizations globally, addressing intricate challenges and contributing to initiatives that redefine the landscape of digital...

  • Technical Specialist

    6 days ago

    Kitchener, Ontario, Canada Equitable CA Full time

    About the RoleWe are seeking a highly motivated Senior Technology Specialist to join our Enterprise Content Management team at Equitable CA. In this role, you will be responsible for analyzing, designing, configuring, developing, testing, implementing, maintaining, and modernizing our content management applications, specializing in OpenText Exstream...

  • Senior Engineering Manager

    4 days ago

    Kitchener, Ontario, Canada Carta Full time

    About CartaCarta is a leading platform that empowers businesses to manage equity, build companies, and invest in the future. Our mission is to unlock the potential of equity ownership for more people and organizations worldwide.The RoleWe are seeking a seasoned Senior Engineering Manager to lead our Infrastructure Engineering team. As a technical leader, you...

  • Senior Engineering Manager

    4 days ago

    Kitchener, Ontario, Canada Carta Full time

    About CartaCarta is a leading platform that empowers businesses to manage equity, build companies, and invest in the future. Our mission is to unlock the potential of equity ownership for more people and organizations worldwide.The RoleWe are seeking a seasoned Senior Engineering Manager to lead our Infrastructure Engineering team. As a technical leader, you...

  • Senior Process Engineer

    4 days ago

    Kitchener, Ontario, Canada KNG Technical Inc. Full time

    About KNG Technical Inc.We are a leading company in the allergy diagnostic market, poised to disrupt the industry with our innovative point-of-care testing system. Our development centre is based in Ontario, Canada, where we are building a talented team of professionals to drive our success.Job SummaryWe are seeking an experienced Senior Process Engineer to...

  • Senior Process Engineer

    4 days ago

    Kitchener, Ontario, Canada KNG Technical Inc. Full time

    About KNG Technical Inc.We are a leading company in the allergy diagnostic market, poised to disrupt the industry with our innovative point-of-care testing system. Our development centre is based in Ontario, Canada, where we are building a talented team of professionals to drive our success.Job SummaryWe are seeking an experienced Senior Process Engineer to...

  • Technical Support Specialist

    2 weeks ago

    Kitchener, Ontario, Canada CopperTree Solutions Inc. Full time

    About the RoleCopperTree Solutions Inc. is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support for computer networks, monitoring and reporting on system and network performance, and assisting users with computer issues.Key ResponsibilitiesTechnical...