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 are hiring talent AI can't replace to help us shape the future of information management. Join us.
OpenText's Global Technical Support (GTS) organization resolves millions of customer support tickets annually, playing a vital role in customer satisfaction and retention. The Digital Support Platforms team within GTS Operations ensures smooth functioning of various support platforms and tools used by support delivery teams and customers by providing technical assistance and serving as a bridge between GTS Operations and IT. Our goal is to facilitate seamless customer self-service and ensure flawless support case experiences for delivery staff, partners and customers.
YOUR IMPACT
OpenText is seeking a Technical Support Specialist to enhance the Digital Support Platforms team within GTS Operations. This role leverages your technical support expertise to specialize in helping customers, support staff, other colleagues in diagnosing, troubleshooting, repairing and debugging complex systems. You will support the support delivery teams by providing technical guidance, solve problems, and performing Administrator functions in the CSM platforms used by GTS delivery teams. The goal of the Digital Support Platforms team is to ensure customers can access self-service content and, when needed, have a flawless support case experience.
WHAT YOU NEED TO SUCCEEDClearly and professionally communicating your understanding of a problem, your thought process, expectations and solutions to non-technical audiences.Providing advanced technical support to customers via phone, email and chatReproducing, troubleshooting and resolving customer issues related to the assigned OpenText's productsFollowing best practices in ticket management processes, ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service levelCollaborating with product engineering teams and other team members to provide high-quality support and quick resolution of client requestsEnsuring constant self-development by using each moment and way to improve in day-to-day work, following web-based trainings, personal development plans, etc.3+ years of experience in technical support with flexibility for on-call supportBachelor’s degree in Computer Science/Technology/Engineering is preferredExcellent communication skills (both written and verbal)Ability to effectively communicate complex technical issues to customers and stakeholdersFirsthand experience using Administrator functions of customer support, community/forums, knowledge management tools such as OpenText Service Management (OTSM), ServiceNow, Salesforce, Vanilla Forums, Verint, Zendesk, Nohold. Knowledge of technologies in the industry such as REST and SOAP services, Database technologies, XML, JSON and HTML& CSS, Windows, Office, etc.In-depth knowledge of KCS best practices from the Consortium for Service Innovation, with KCS Certification (preferably as a KCS Coach) is an assetExperience working in shared bug tracking tools, such as JIRA, Octane.
ONE LAST THING
OpenText is more than a global technology leader—we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $46,880 - $70,320; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
California Residents: The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
