Senior Production Support Specialist- EDI

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.

THE OPPORTUNITY

OpenText Global Customer Technical Support is seeking a Technical Support Specialist II to provide technical support to customers using EDI messaging platforms, SaaS applications, and financial services solutions.

YOUR IMPACT

We are looking for a technical support professional with strong troubleshooting, analytical thinking, customer service, and communication skills. The ideal candidate has experience in a service desk, help desk, technical support, application support, or IT support environment and is comfortable diagnosing technical issues, managing support tickets, and working directly with customers.

The successful candidate is a logical thinker who enjoys troubleshooting complex problems, asking the right questions, identifying root causes, and finding effective solutions. Experience with EDI, automotive systems, B2B or SAAS applications is highly valued, but strong technical support fundamentals and the ability to learn new technologies are equally important.

This position supports customers primarily within the automotive manufacturing and supply chain industries and works as part of a global technical support organization.

YOU ARE GREAT AT

• Provide Level 1/Level 2 technical support for enterprise software, SaaS applications, EDI messaging platforms, connectivity, and related technologies.
• Respond to and manage customer issues through telephone, email, and chat.
• Troubleshoot hardware, software, application, connectivity, configuration, and data-related issues using a structured troubleshooting methodology.
• Perform incident management, problem identification, root cause analysis, and service request fulfillment.
• Gather relevant technical information by asking targeted questions, reviewing logs, analyzing messages, and identifying patterns.
• Research and use technical documentation, knowledge bases, product information, and established troubleshooting procedures to resolve customer issues.
• Document troubleshooting activities, customer interactions, technical findings, and resolutions accurately within the ticketing/CRM system.
• Prioritize incidents and service requests based on business impact, urgency, severity, and established Service Level Agreements (SLAs).
• Resolve technical issues independently when possible and appropriately escalate complex or high-priority issues to senior technical teams.
• Monitor assigned tickets and provide timely customer communication and follow-up through resolution.
• Develop and maintain Knowledge Base (KB) articles, technical documentation, support procedures, and troubleshooting guides.
• Identify recurring issues and opportunities to improve support processes, procedures, documentation, and customer experience.
• Collaborate with technical teams and global support resources to investigate and resolve complex customer issues.
• Develop technical expertise in EDI messaging, enterprise applications, connectivity protocols, and customer environments.

Technical Troubleshooting

You approach problems logically and methodically. You can take a complicated technical issue, break it into smaller components, gather information, eliminate possibilities, and work toward the root cause.

Analytical Thinking

You naturally look for patterns and connections. You don't simply follow a script. You use available information, documentation, logs, and your technical experience to determine what is happening and what should be done next.

Customer Communication

You are comfortable working directly with customers and can explain technical information clearly to both technical and non-technical audiences. You listen carefully, ask effective questions, set appropriate expectations, and maintain a professional customer-focused approach.

Service Desk Fundamentals

You understand the fundamentals of technical support and IT service management, including incident management, ticket management, prioritization, escalation, documentation, troubleshooting, service requests, and SLAs.

Problem Ownership

You take ownership of customer issues from initial investigation through resolution or appropriate escalation. You document your work clearly and keep customers informed throughout the process.

Learning Agility

You are comfortable learning new technologies, applications, products, and processes. You want to understand not only how to resolve a problem, but why the solution works.

Collaboration

You work effectively with other technical support professionals, engineering teams, product teams, and global resources. You are comfortable asking for assistance and sharing knowledge with others.

Organization and Prioritization

You can manage multiple incidents and service requests in a high-volume environment while maintaining attention to detail and meeting established SLAs.

WHAT YOU NEED TO SUCCEED

• 3+ years of experience in technical support, service desk, help desk, application support, IT support, or a related technical role.
• Experience providing customer-facing technical support.
• Strong analytical, logical thinking, and problem-solving skills.
• Demonstrated experience with technical troubleshooting and root cause analysis.
• Experience using CRM, help desk, service desk, ITSM, or ticket management systems.
• Understanding of basic IT service management and service desk processes.
• Experience managing incidents and service requests according to SLAs and priority levels.
• Strong verbal and written communication and customer service skills.
• Ability to explain technical concepts clearly to customers and colleagues.
• Strong documentation and attention-to-detail skills.
• Ability to work independently while also collaborating effectively with a global technical team.
• Ability to prioritize and manage multiple concurrent support issues in a high-volume environment.
• Demonstrated ability and willingness to learn new technologies and technical concepts.

Preferred Qualifications

• Experience providing EDI technical support or EDI application support.
• Experience supporting automotive manufacturers, suppliers, dealerships, or automotive supply chain systems.
• Experience with EDI messaging standards and protocols, including:
• X12
• EDIFACT
• Odette
• OFTP / OFTP2
• AS2
• HTTP
• Experience interpreting EDI messages, transmission logs, communication logs, and technical documentation.
• Experience supporting SaaS or enterprise applications.
• Experience with financial services applications or environments.
• Experience working in a global customer support organization.
• ITIL Foundation certification or equivalent IT service management knowledge.

EDI experience is preferred, but candidates with strong technical support, application support, troubleshooting, and customer service backgrounds are encouraged to apply.

Experience with enterprise software, SaaS applications, B2B integrations, data transmission, automotive technology, or other business-critical applications is particularly relevant.

Work Environment and Schedule

This is a customer-facing technical support position within a high-volume global support environment.

The assigned work schedule may fall anywhere between 7:00 a.m. and 7:00 p.m. EST, Monday through Friday.

Participation in an evening and weekend on-call rotation is required to provide customer support outside normal business hours.

Holiday support may also be required based on business and customer needs.

What We Value

At OpenText Global Customer Technical Support, we value people who combine technical ability with exceptional customer service.

The best people in this role don't necessarily have every answer when a customer calls. They know how to investigate. They ask good questions. They understand the importance of accurate documentation. They know when to keep digging and when to escalate. Most importantly, they take ownership of the customer's problem and work toward a resolution.

If you are an experienced technical support professional who enjoys troubleshooting, learning new technologies, working with customers, and solving problems, this could be a great opportunity to expand your technical expertise in the EDI and automotive technology space.

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 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 submit a ticket at Ask 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: $61,900- $77,400 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.