Technical Support Specialist

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