{"id":1539254,"url":"https://alion.io/job/fortive-technical-support-analyst","title":"Technical Support Analyst","company":{"id":1907282,"name":"Fortive","domain":"fortive.com","url":"https://alion.io/company/fortive","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":87,"open_postings":44,"ghost_share":0,"stale_share":0.523,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-06-27T10:22:05Z","employer_posted_date":"2026-07-09","last_verified_at":"2026-10-16T02:02:06Z","board_verified":true,"closed_at":null,"days_open":110,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":109},"description":"Role Responsibilities\nReceive, triage, and manage assigned technical support tickets through Zendesk\nfor ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related\nplatform services\nMonitor assigned ticket queues, prioritize inbound requests as directed by\nSupport Queue owner, and ensure timely updates are provided to customers,\ninternal stakeholders, and management\nTroubleshoot customer-reported issues using available documentation, API\nswagger documentation, product knowledge, system tools, logs, support history,\nand internal knowledge resources\nPerform initial investigation and root cause analysis to determine whether issues\nare customer-side, configuration-related, product-related, integration-related, or\nrequire escalation\nCommunicate directly with customers via email and meetings to clarify issues,\nprovide status updates, explain next steps, and guide them through resolution\nwhere applicable\nAdvise customers and internal teams on product updates, known issues,\nconfiguration changes, process changes, and recommended troubleshooting steps\nCollaborate with ServiceChannel Support, Professional Services, Customer\nSuccess, Product, Engineering, and Management teams to resolve complex or\nrecurring issues\nEscalate defects, system errors, recurring failures, and product gaps to\nEngineering or Product teams with clear documentation, supporting evidence,\nbusiness impact, and reproduction steps\nBuild, maintain, and improve internal knowledge articles, troubleshooting guides,\nsupport playbooks, and process documentation for ServiceChannel team members\nIdentify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other\nproduct support cases to help management understand recurring issues, customer\nimpact, and potential process improvements\nDocument issue details, customer communications, resolution steps, root cause,\nand escalation history clearly within Zendesk, Jira, Confluence, or other applicable\nsystems\nMaintain SLA response and resolution targets while balancing multiple support\ncases across different product areas\nRecommend preventive actions, automation opportunities, documentation\nimprovements, and operational changes to reduce repeat support incidents\nSkill and Qualification Requirements\nEnglish proficiency\n2+ years of experience in a customer-facing technical support, SaaS support,\napplication support, implementation support, or product support role\nStrong functional understanding of SaaS products, API documentation, technical\ntroubleshooting workflows, customer support operations, and escalation\nmanagement\nExperience using Zendesk or similar ticketing/support platforms to manage\ncustomer issues, ticket queues, SLAs, and support communications\nAbility to troubleshoot across diverse product areas including API CRUD\noperations, payment workflows, FSM activity, reporting/data delivery, user access,\nconfiguration, file processing, and system behavior\nStrong written and verbal communication skills with the ability to explain technical\nissues clearly to both technical and non-technical audiences\nAbility to conduct customer-facing meetings, gather requirements, explain\nfindings, and drive issues toward resolution\nStrong documentation skills with the ability to create repeatable knowledge\narticles, troubleshooting guides, internal notes, and escalation summaries\nAnalytical mindset with the ability to identify trends, patterns, repeat issues, and\npotential product or process gaps\nAbility to prioritize and manage multiple active support cases simultaneously\nacross different product areas\nCollaborative mindset with the ability to work across Support, Professional\nServices, Customer Success, Product, Engineering, and Management teams\nTools and Systems Used\nServiceChannel.com\nEasyPay\nFSM\nData Direct• Zendesk\nJira\nConfluence\nSlack\nMicrosoft Teams\nMicrosoft Office Suite\nSharePoint\nExcel\nSupport monitoring tools\nProduct documentation and internal knowledge bases\nFortive Corporation Overview\nFortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.\nWe are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.\nWe are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.\nAt Fortive, we believe in you. We believe in your potential-your ability to learn, grow, and make a difference.\nAt Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.\nAt Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.\nFortive: For you, for us, for growth.\nAbout ServiceChannel\nServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.\nWe Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at .","description_format":"text","description_chars":7135,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-30T20:17:09Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.284,"p_room":0.28,"age_days":109,"expected_fill_days":45,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/fortive-technical-support-analyst","json_url":"https://alion.io/job/fortive-technical-support-analyst.json","meta":{"generated_at":"2026-10-16T04:24:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1257,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1907282},"rest":"https://alion.io/mcp/rest/get_company?id=1907282"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffortive-technical-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffortive-technical-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffortive-technical-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fortive-technical-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortive-technical-support-analyst"}]}