{"id":2348866,"url":"https://alion.io/job/fortra-associate-support-analyst","title":"Associate Support Analyst","company":{"id":1768304,"name":"Fortra","domain":"fortra.com","url":"https://alion.io/company/fortra","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":["MY"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":6500,"max_usd":18000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-13T12:24:48Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!\nWe are seeking an enthusiastic and customer-focused Associate Technical Support Analyst tojoin our Technical Support team. In this entry-level role, you will be the first point of contact for\ncustomers, assisting with product, configuration, and training-related issues. You will collaborate\nclosely with support colleagues to triage cases, document issues, and communicate effectively\nwith customers, building a strong foundation in technical problem-solving and professional\ngrowth. This position is ideal for individuals with basic IT or software knowledge and a passion\nfor learning, troubleshooting, and delivering exceptional customer experiences.\n\nWHAT YOU'LL DO\nProvide first-level technical troubleshooting and assist customers in diagnosing and resolving common issues related to Fortra solutions.\nAnalyze system behavior and customer environments to identify potential causes of issues and recommend appropriate solutions under the guidance of senior team members.\nRespond to customer support requests via email, phone, and ticketing systems while delivering a professional and customer-focused experience.\nCommunicate troubleshooting steps, technical concepts, and resolutions clearly to customers with varying levels of technical expertise.\nAccurately document customer interactions, issues, and resolutions within support systems to ensure timely tracking and follow-up.\nEscalate complex or unresolved issues to senior team members and appropriate technical teams when necessary.\nAssist with the configuration, setup, and maintenance of test environments based on customer requirements and system specifications.\nDevelop expertise in Fortra products, technologies, and support processes to provide accurate and effective customer assistance.\nCollaborate closely with senior support professionals to learn advanced troubleshooting techniques, system analysis methods, and best practices.\nEducate customers on product functionality, configuration options, and recommended usage practices to improve adoption and self-sufficiency.\nContribute to the creation and maintenance of knowledge articles, troubleshooting documentation, and support resources.\nParticipate in training programs, mentoring opportunities, and self-directed learning to continuously expand technical knowledge and support capabilities.\nIdentify opportunities to improve support processes, workflows, and customer experience through continuous improvement initiatives.\nSupport business analysis and operational improvement efforts to enhance team efficiency, service quality, and customer outcomes.\n\nQUALIFICATIONS\nAssociate’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience; bachelor’s degree preferred.\nFoundational knowledge of system configurations, software troubleshooting, and general IT concepts.\nStrong written and verbal communication skills with the ability to explain technical concepts and solutions to both technical and non-technical audiences.\nFamiliarity with technical support tools, ticketing systems, and customer service processes, or the ability to quickly learn new technologies and platforms.\nDemonstrated problem-solving and analytical skills, with the ability to troubleshoot issues, identify root causes, and recommend appropriate solutions.\nStrong attention to detail and commitment to delivering high-quality customer support.\nAbility to work effectively in a collaborative team environment while taking ownership of assigned responsibilities.\nStrong organizational and time-management skills with the ability to manage multiple priorities and meet established service expectations.\nCustomer-focused mindset with a desire to provide exceptional service and create positive customer experiences.\nCommitment to continuous learning and professional development in support technologies, cybersecurity concepts, and industry best practices.\nAt Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.","description_format":"text","description_chars":4721,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T13:22:51Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.852,"p_room":1,"age_days":6,"expected_fill_days":22,"reasons":["conf:18","win:early","comp:junior"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/fortra-associate-support-analyst","json_url":"https://alion.io/job/fortra-associate-support-analyst.json","meta":{"generated_at":"2026-10-14T08:02:59Z","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":9238,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"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":1768304},"rest":"https://alion.io/mcp/rest/get_company?id=1768304"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffortra-associate-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%2Ffortra-associate-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%2Ffortra-associate-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/fortra-associate-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortra-associate-support-analyst"}]}