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Micro Focus Software Mexico, S. De R.L. De C.V.
Variable Compensation Analyst
Waterloo, Ontario, Canada · On-site
$64k–$96k/yr
Entry level
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$72k–$108k/yr
Full-time
bachelor degree
Health and wellness support, Financial wellbeing support, Vacation entitlement, Paid time off
Posted 1d ago
~40 hrs/week
Responsibilities
The Senior Technical Support Specialist provides advanced technical troubleshooting and resolution for OpenText products across on-premises and cloud environments. They also manage escalated customer situations, document technical resolutions, and mentor team members on complex issues.
Requirements
Candidates must have a minimum of 4 years in a technical support or troubleshooting role and a degree or diploma in a related discipline. Proficiency in Windows/Linux operating systems, web servers, and relational databases is required.
Full job description
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 are hiring talent AI can't replace to help us shape the future of information management. Join us.
Your Impact:
The Senior Technical Support Specialist provides advanced technical troubleshooting and resolution for OpenText products across on-premises and cloud environments. This role requires deep technical expertise, structured problem-solving, and the ability to deliver durable solutions for complex customer scenarios. You will engage with enterprise-level organizations and work with modern technologies in a high-availability, mission-critical context.
What The Role Offers:
Deliver end-to-end technical support for OpenText solutions, ensuring adherence to SLAs and quality standards.
Communicate clearly and professionally in writing and verbally; maintain accurate documentation for all interactions and technical resolutions.
Manage escalated customer situations with precision and composure; act as primary contact during critical incidents.
Isolate, reproduce, and resolve complex technical issues independently or in collaboration with product engineering teams.
Collaborate across product and functional teams to document and resolve software defects and feature requests.
Serve as escalation point and mentor for advanced technical issues.
Author and review technical documentation, best practices, and knowledge articles for internal and external audiences.
Provide operational feedback to management on workload, queue health, and escalation trends.
On-Call and Holiday Coverage: Participate in scheduled on-call rotation and provide technical support during designated holidays as part of coverage requirements. Frequency may vary based on team size and operational needs.
What You Need to Succeed:
Minimum 4 years in technical support or equivalent technical troubleshooting role.
Degree or diploma in a related discipline or equivalent experience.
Strong foundation in Windows and Unix/Linux operating systems.
Proficiency with web servers (Tomcat, IIS) and relational databases (Microsoft SQL Server, Oracle).
Demonstrated ability to work in dynamic environments with shifting priorities.
Advanced written and verbal communication skills for technical and customer-facing contexts.
High attention to detail and ability to learn new technologies quickly.
Technical Expertise
Intermediate-to-advanced proficiency in at least three of the following areas:
Networking: Diagnostic skills using tools such as Wireshark, Fiddler, Charles.
System Administration: Identity and access management (Active Directory/LDAP, OpenID, OAuth, SAML).
Database Management: Backup/restore, high availability configuration, performance tuning.
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal 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 contact us at [email protected]. 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. A summary of those benefits can be found on our Why Join Us page. 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: $72,160 - $108,240; 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.
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.
OpenText is a leading Cloud and AI company that provides organizations around the world with a comprehensive suite of Business AI, Business Clouds, and Business Technology. We help organizations grow, innovate, become more efficient and effective, and do so in a trusted and secure way—through Information Management.
OpenText (NASDAQ/TSX: OTEX), founded in 1991 in Waterloo, has a rich history of helping customers manage their most important asset—information. Originating from a collaboration to digitize the Oxford English Dictionary, OpenText has grown into a global leader in information management. With over 120,000 enterprise customers across 180 countries, OpenText supports 98 of the top 100 global companies. A wide breadth of offerings uniquely positions OpenText to help customers unlock the value of that information using Al, cloud, and security innovations.
At OpenText, our culture is at the heart of everything we do—and today, that includes being proudly AI-first. We’re creating a workplace where everyone can thrive, with artificial intelligence integrated into how we work, solve problems, and innovate together.
By fostering a collaborative and inclusive environment, we empower digital knowledge workers and drive forward-thinking solutions that shape the future of information management. We believe our success comes from the strength of our team—talent that AI can’t replace—and we’re committed to attracting and supporting those who bring unique insight, adaptability, and creativity.
Because at OpenText, people aren’t just our greatest asset—they’re the reason we shine in an AI-powered world. Join us at OpenText and become part of a team where your talents and ideas are truly valued.
Offices: 275 Frank Tompa Drive, Waterloo, ON N2L 0A1, CA · 38 Leek Crescent, Richmond Hill, Ontario L4B 4N8, CA · 420 Thames Valley Park Drive, Thames Valley Park, Reading, Berkshire RG6 1PU, GB · 385 Interlocken Crescent, Broomfield, Colorado 80021, US · MindSpace IT Park, Hi-Tec City, Hyderabad, Telangana 500081, IN