Technical Support Specialist

Technical Support Specialist

Waterloo, ON, CA

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.

We are looking for a Cloud Support Specialist to join the OpenText Cloud Production Support Team. In this role, you'll support OpenText Content Suite solutions deployed within the OpenText Cloud.

You will be part of a growing team dedicated to providing world-class operational support, including hands-on troubleshooting and administration for various enterprise customers.

This is a chance to work in a challenging and rewarding environment where collaboration with cross-functional teams is key to ensuring customer satisfaction and meeting service levels.

RESPONSIBILITIES

• Utilize exceptional written and verbal communication skills to deliver outstanding customer focus and empathy.
• Respond to and resolve customer technical requests, with an understanding of the customer's managed hosted environment and applications within the OpenText Cloud.
• Operate, manage, and administer production applications like Content Suite while adhering to documented policies and procedures.
• Monitor and troubleshoot alerts from applications, servers, and devices to meet service level agreements.
• Collaborate with cross-functional teams, including Product Support, IT, Network Operations, and Professional Services, to address technical issues.
• Work independently under general guidance, with periodic reviews of results, seeking approvals as needed on matters outside the role.

WHAT YOU NEED TO SUCCEED

• Experience with Cloud technologies.
• A university / college degree in a related discipline or equivalent work experience, with a minimum of 2-3 years in a technical support role.
• Experience with Content Suite or SuccessFactors is an asset.
• Experience delivering service within an ITIL-based service delivery model.
• Skills in Windows, UNIX, and Application administration in a TCP / IP networked environment.
• Experience with relational DBMS such as MS SQL Server, PostgreSQL / Postgres, Oracle, or MySQL.
• Familiarity with configuration and management of web / application servers (IIS, Apache, Tomcat, etc.).
• A strong desire to provide exceptional customer support with a focus on first-call resolution.
• Proficiency in French is an asset.

ONE LAST THING

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 contact us at [email protected].

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