[Hiring] Support Analyst @Fortra

Role Description

The Technical Support Analyst - IBM i serves as a key customer contact for troubleshooting technical issues, analyzing complex systems, and providing accurate, timely resolutions to ensure customer satisfaction and operational success. The Technical Support Analyst provides highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra's solutions. This role involves diagnosing issues, performing comprehensive system analysis, and collaborating with internal teams to resolve customer-reported problems.

• Technical Troubleshooting: Conduct in-depth analysis of Fortra's solutions based on customer system configurations, specifications, and reported issues to determine if the software is functioning properly per 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. Continue to offer technical knowledge where appropriate to address gaps in user knowledge.
• 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: When software does not function as designed, document the discrepancy and collaborate with internal teams to develop and propose solutions. For critical customer issues, work closely with support leadership and act as a mentor or lead for other team members during the escalation process. Serve as an additional escalation point for high-severity or critical customer issues and assist support leadership with decision-making on escalations when needed.
• Feature Request Documentation: If the solution is functioning as designed but additional functionality is required by the customer, oversee the gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements to the development team.
• Collaboration: Work closely with cross-functional teams, including support leadership, development, engineering, and product management, to ensure effective resolution of issues and communication of customer needs.
• Customer Education: Provide end users with guidance and technical education to resolve knowledge-related issues, ensuring they are able to fully utilize the solution's capabilities.
• Continuous Improvement: Proactively contribute to the development of internal support best practices and stay updated on Fortra's solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided. Demonstrate initiative in self-directed learning and skill development to maintain senior-level expertise.
• 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.
• 2+ 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, with the ability to clearly translate technical information to customers and internal teams.
• Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
• 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, with a focus on providing exceptional customer service and leading key projects or initiatives.
• Evidence of proactive learning, professional development, or a self-described commitment to lifelong learning.

Requirements

• Preferred Qualifications:
• Experience with Fortra solutions or related industry products.
• Familiarity with enterprise software systems and environments.
• Prior experience in documenting feature requests and collaborating with development teams.

Benefits

• Compensation: C$70,000.00 - C$80,000.00