Sr. Technical Support Specialist

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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

With OpenText Tech Support you have the chance to help our customers use our world-class software and making 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.

OurSr.Technical Support Specialist position offers you an opportunity to learn exciting technologies which would enable you to support our customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

• Representing OpenText acting as first point of contact for all technical inquiries regarding Data Protector and its integration into external environments.
  
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
  
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
  
• Show an understanding of the customer environment and product, enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
  
• Act as a key point of contact for customer 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 customer suggestions.
  
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
  

• 5�8 years of hands-on experience with OpenText Data Protector
  
• Expertise in enterprise backup architecture, media agent configurations, cell server management, and backup device integration.
  
• Strong understanding of Linux/Unix and Windows operating systems.
  
• Experience integrating Data Protector with databases (Oracle, SQL, SAP HANA), virtual environments (VMware, Hyper-V), and cloud platforms (AWS, Azure).
  
• Proven problem-solving skills and analytical thinking with attention to detail.
  
• In-depth knowledge on Windows& Linux OS
  
• Knowledge on debugging& troubleshooting (system logs, processor logs, fiddler logs)
  

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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.