Job Description

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 :
Our Senior Technical Support Specialist position offers you an opportunity to learn cutting-edge backup, high-availability, and disaster recovery software. You'll leverage critical thinking on an ongoing basis, as each customer situation is unique. Therefore, you will need to be creative with your solutions.
The successful candidate will join an established team that provides world-class customer support through technical assistance to external customers and other departments via phone, e-mail, and support portal message board. Our strong team-based environment ensures that if you get stuck or need some help, you'll always feel supported.
WHAT THE ROLE OFFERS :

• Diagnose, troubleshoot, and identify/resolve service and product offerings issues. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment, etc.
• Manage multiple customer cases simultaneously while maintaining high levels of customer satisfaction.
• Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
• Work with Tier 3, Operations, and Development on technical escalations, bugs, and feature requests.
• Excellent customer service skills, adding to the customer experience.
• A track record of sound judgment and decision-making in positions with significant responsibility.
• Challenging yourself to master the complex subject matter
• Communicating with and assisting people of varying technical skill levels
• Consistently providing excellent technical support when subjected to different degrees of visibility into affected environments
• Troubleshooting errors with diverse degrees of depth and complexity
• Keeping a patient and collected composure while resolving customer requests and possessing excellent customer service skills.
• Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.
• Building and leveraging VMs, maintaining a functional virtual workspace

WHAT YOU NEED TO SUCCEED :

• 3+ years of experience in backup and recovery operations.
• Hands-on experience with Backup and recovery solution.
• Familiarity with cloud backup solutions (e.g., AWS Backup, Azure Backup).
• Solid understanding of storage systems (NAS/SAN), virtualization (VMware/Hyper-V), and Windows/Linux environments.
• Ability to automate tasks using PowerShell, Bash, or Python.
• Strong troubleshooting and documentation skills.
• Willing to work in rotational shifts

Nice to Have:

• Experience in SMB or startup environments.
• Knowledge of cybersecurity best practices related to data protection.
• Certifications in backup technologies or cloud platforms (e.g., Veeam VMCE, AWS Certified).

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