Technical Support Specialist

2 weeks ago

Waterloo, 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 digital transformation.
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 digital transformation.
Your Impact
As part of the Cyber Security support team, you’ll play a vital role in helping customers mitigate risks, maintain trust, manage disruptions, and build resilience against cyber threats. You'll utilize OpenText’s suite of Cyber Security solutions, including Application Security, Security Operations, Data Protection, and Identity Management.
What the Role Offers
This position allows you to provide advanced technical support, troubleshoot complex issues, and collaborate with product engineering teams. You'll gain expertise in cutting-edge technologies, exercise critical thinking, and thrive in a team-oriented environment that emphasizes collaboration and exceptional customer service.
What You Need to Succeed
- Exceptional Communication: Mastery in written and verbal communication to ensure excellent customer experiences.
- Advanced Troubleshooting: Expertise in resolving complex technical issues and managing escalations.
- Collaboration& Advocacy: Strong teamwork skills, acting as a trusted advocate for customers across teams.
- Performance& Process Adherence: Consistently meets service delivery standards, KPIs, and documents interactions effectively.
- Continuous Improvement& Leadership: Quick learner committed to mentoring others, sharing knowledge, and driving team success.

**Experience& Education**:

- Experience: 2+ years in technical support with flexibility for on-call support.
- Education: Bachelor’s degree in Computer Science/Technology/Engineering preferred.
- Key Skills: Strong analytical, critical thinking, and communication abilities.
- Adaptability: Proven success in dynamic, evolving environments.
- Work Style: Skilled at multitasking, prioritization, attention to detail, and quick learning.

**Technical Skills**:

- Hands-on experience troubleshooting Windows/Linux Operating Systems.
- Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
- Database knowledge - SQL, PostgreSQL, Oracle, MS SQL, MongoDB
- Active Directory and/or eDirectory
- Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
- Familiarity with C/C++, Java, JavaScript, Python, PHP
- Desired skills:

- Experience on Cloud technologies - AWS, Azure
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

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