Technical Analyst
OpenText Corp
Waterloo, ON, Canada
8d ago


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management.

The opportunity :

The Technical Analyst will be responsible for following Standard Operating Procedures to provide end to end highest quality technical support on OpenText products, addressing the customer’s concerns not just at a technical level but also from a customer service perspective, collaborating with others as needed.

You are great at :

  • Representing OpenText with excellent composure, patience and empathy in highly critical situations
  • Isolating, reproducing and analyzing complex or escalated support issues through to resolution, either via assignment or direct ownership depending on severity
  • Managing delicate customer relationships and clearly document all interactions within the company database. This may include tracking multiple issues and regular status calls.
  • Testing of Open Text product issues within various environments for validation and solution purposes.
  • Collaborating with other departments and teams in troubleshooting issues.
  • Reporting software bugs and customer suggestions, and interface with development to prioritize issues, further troubleshoot and test solutions.
  • Serving as point of escalation and mentor for others
  • Documenting and review processes, best practices, white papers, etc. for both internal and customer consumption.
  • Providing feedback on the direction and requirements of the sandbox environments, assist in building and maintain these environments
  • Designing and deliver technical training on existing and new product as required
  • Reviewing queues and provide feedback to specialists and management
  • What it takes :

  • 3+ years of technical support experience in a SaaS environment
  • Experience troubleshooting Microsoft Windows (MCSE / MCP)
  • Strong functional expertise with Enterprise products, TCP / IP & Networking Protocols
  • Working knowledge of directory services such as AD and LDAP
  • Working knowledge of SAML and SSO
  • Understanding of load balancers, firewalls, proxy servers, SSL, mobile applications
  • Experience with database product and technology desired.
  • Programming skills or understanding is an asset.
  • Strong troubleshooting and problem-solving skills
  • Computer Networking
  • Web Administration
  • Active Directory / LDAP
  • DB Management (Backup / Restore)
  • Oracle MS-SQL experience
  • Application Server experience, deploying apps supporting them
  • Server technologies : Understanding the bigger picture of network deployments, support in a large environment
  • Windows & *NIX troubleshooting
  • Infrastructure using High Availability
  • Knowledge in Net Monitoring Tools
  • SMTP Server
  • Wireshark Fiddler experience
  • Performance troubleshooting
  • SSL Certificates - high level understanding
  • At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability or race.

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