Lead Technical Support Specialist – ITOM

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

Your Impact

        We are looking for a Lead Technical Support Specialist to join our ITOM Support Team. This role focuses on supporting a critical product suite integral to our customers’ software development processes. It offers an exciting opportunity to combine technical expertise with exceptional customer service skills, enabling you to troubleshoot, resolve complex issues, and act as a trusted advocate for our clients. 

What the role offers:

• Assist customers with advanced technical support inquiries via chat, phone, and email.
• Troubleshoot and resolve technical issues, reproducing scenarios to identify root causes.
• Collaborate with Product Engineering on defect identification and patch testing.
• Document interactions and solutions in our CRM system.
• Promote Knowledge-Centered Services by creating and updating content for the knowledge base.
• Mentor team members and contribute to their skill development.

What you need to succeed

• Comfortable using Linux systems (RHEL, CentOS, Ubuntu) and Windows Server for basic troubleshooting, checking logs, and managing services.
• Familiar with Docker and fundamental Kubernetes concepts such as pods, services, and basic kubectl commands.Able to run simple queries and check logs in databases like PostgreSQL or Vertica.
• Understands basic networking concepts, including TCP/IP, HTTP/S, and TLS/SSL.
• Can test and troubleshoot simple REST API connections.

Advantages:

• Knowledge of cloud platforms (AWS, Azure, Google Cloud, BYOK, OpenShift) is beneficial.
• Has worked with or is open to learning tools like ServiceNow, Salesforce, or similar platforms.

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]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace.