Sr. Technical Support Specialist (52712)

Requisition ID 52712 - Posted  - Ent Am Tech Sup

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

The Sr. TSS is responsible for providing advanced technical support for OpenText uCMDB (Universal Configuration Management Database), troubleshooting complex customer issues, driving root cause analysis, and collaborating with Engineering, Product Management, and Client Success teams to ensure timely resolution of critical incidents.

 

What The Role Offers

• Own and resolve escalations, including Severity 1 issues.
• Troubleshoot discovery, service modeling, integrations, and CMDB-related problems.
• Perform log analysis, root cause investigations, and issue replication.
• Collaborate with R&D and Engineering on product defects and enhancements.
• Create knowledge articles, mentor junior engineers, and contribute to process improvements.
• Act as a trusted technical advisor during client engagements and technical reviews.

 

What You Need To Succeed     

• Strong knowledge of uCMDB, Discovery, Service Modeling, CI/Relationship Management, and CMDB concepts.
• Experience with Linux and Windows administration.
• Knowledge of SQL databases (Oracle, SQL Server, PostgreSQL) and query analysis.
• Strong understanding of TCP/IP, DNS, SNMP, SSH, HTTP/HTTPS, firewalls, and network troubleshooting.
• Experience with REST APIs, JSON/XML, and third-party integrations.
• Scripting skills in Python, Shell, or PowerShell.
• Exposure to AWS, Azure, VMware, Docker, and Kubernetes is preferred.

 

• Strong troubleshooting and analytical skills.
• Excellent customer communication and stakeholder management.
• Experience handling critical escalations in enterprise environments.
• Ability to mentor team members and lead technical discussions.

• 5+ years in enterprise technical support.
• 2+ years supporting uCMDB/Discovery/IT Operations Management solutions.
• Experience working with global clients and cross-functional teams.

Preferred Certifications

• ITIL Foundation
• RHCSA/RHCE
• AWS or Azure Certifications
• CCNA/CCNP

 

 

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.