[Hiring] Senior Support Analyst - IBM i Power Systems @Fortra

Role Description

The Senior Technical Support Analyst – IBM i Power Systems, Robot serves as a key customer contact, troubleshooting advanced technical issues, analyzing complex systems, and providing accurate, timely resolutions to ensure customer satisfaction and operational success. This role involves:

• Advanced Technical Troubleshooting: Conduct in-depth analysis of more complex or escalated issues with Fortra's solutions based on customer system configurations, specifications, and reported problems to determine if the software is functioning properly according to documented specifications.
• Customer Communication: Serve as a trusted advisor to high-priority customers, communicating effectively to ensure they understand the root cause of the problem and the steps being taken to resolve it.
• Environment Configuration: Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
• System Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.
• Issue Escalation and Leadership: Document discrepancies and collaborate with internal teams to develop and propose solutions. Act as a mentor or lead for other team members during the escalation process.
• Feature Request Documentation: Oversee the gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements to the development team.
• Mentorship and Collaboration: Provide guidance and mentorship to junior analysts, fostering knowledge sharing and professional development.
• Team and Customer Education: Lead training or knowledge-sharing sessions for both customers and internal team members.
• Continuous Improvement: Contribute to the development of internal support best practices and stay updated on Fortra's solutions and evolving customer needs.
• Content Development: Contribute to knowledge base development by creating documentation, articles, or training materials for the broader support team.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 4+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
• Strong understanding of IBM i system configurations, software testing, and troubleshooting methodologies.
• IBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks.
• Proficiency in diagnosing complex technical issues and identifying root causes.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to work independently and collaboratively.
• Demonstrated ability to own issues from start to finish while working effectively within a team environment.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Demonstrated experience working in a customer-facing role.
• Evidence of proactive learning, professional development, or a self-described commitment to lifelong learning.

Requirements

• Experience leading technical projects, mentoring peers, or contributing to the development of team best practices.
• Experience with Fortra's Robot solutions (Schedule, Replay, Alert, HA, Network, Console, Save, Space, Monitor, Performance Navigator, etc.).
• Familiarity with enterprise software systems and environments.
• Prior experience in documenting feature requests and collaborating with development teams.

Benefits

• Health, dental, and vision coverage as of hire.
• Immediate enrollment in 401(k), HSA, and FSA plans.
• Flexible PTO policy.
• Tuition and personal enrichment reimbursement.
• Option to enroll in ID Theft Protection Program.