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.

• Able to take escalations from CS agents, Cloud Service Delivery teams, Operations, and Product Development
• Resolve tickets within SLA and identify escalation when needed
• Follow defined processes as determined by the leadership team to ensure integrity and quality of work
• Identify possible improvements to processes and applications to team members and leadership.
• Utilize logging tools to accurately document the troubleshooting process, including information collected, analysis performed, diagnosis of root cause and actions taken to correct the issue
• Participate in the development lifecycle for processes such as controlled introductions and support readiness for new releases and enhancements
• Manage work to meet milestones and keep management informed of issues and status
• Employ proper troubleshooting steps to solve complex problems involving broad product knowledge
• Contribute to the knowledge base by creating or assisting in the creation of information such as platform workflow documentation, Methods and Procedures, FAQ’s and training materials
• Mentor and train Associate and Intermediate Technical Support Specialists
• Participate on special project teams for support or corporate initiatives as such projects arise