{"id":2884234,"url":"https://alion.io/job/fortra-sr-support-analyst","title":"Sr. 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":"senior","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":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":84000,"period":"year","method":"role_seniority_country_cell","sample_n":35},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T23:40:42Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-20T20:54:44Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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 a highly skilled and customer-focused Senior Support Analyst to join ourtechnical support team. In this role, you will act as a key point of contact for resolving advanced\ntechnical issues, performing in-depth system analysis, and ensuring timely, accurate solutions\nthat drive customer satisfaction. You will leverage your expertise in Fortra’s solutions to\ndiagnose complex problems, collaborate with internal teams, and serve as an escalation\nresource for critical cases. Additionally, you will provide leadership within the support team by\nmentoring junior analysts, contributing to best practices, and leading initiatives that enhance\nservice quality and operational success.\n\nWHAT YOU'LL DO\nAdvanced Technical Troubleshooting: Conduct in-depth analysis of complex or escalated issues with Fortra solutions based on customer system configurations, specifications, and reported problems to determine whether the software is functioning as designed.\nCustomer Communication: Serve as a trusted advisor to high-priority customers, communicating effectively to ensure they understand the root cause of an issue and the steps being taken to resolve it. Provide technical guidance as appropriate to address gaps in user knowledge.\nEnvironment Configuration: Set up, configure, and troubleshoot advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.\nSystem Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.\nIssue Escalation and Leadership: 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 serve as a mentor or lead for other team members throughout the escalation process. When needed, act as an additional escalation point for high-severity or critical customer issues and assist Support leadership with escalation decisions.\nFeature Request Documentation: When a solution is functioning as designed but additional functionality is required, oversee the gathering of detailed customer requirements and submit comprehensive feature requests to the Development team for consideration as potential product enhancements.\nMentorship and Collaboration: Provide guidance and mentorship to junior analysts, fostering knowledge sharing and professional development. Collaborate closely with cross-functional teams to support effective issue resolution and communication of customer needs.\nTeam and Customer Education: Lead training and knowledge-sharing sessions for customers and internal team members to help customers fully utilize Fortra solutions and ensure internal teams are equipped to address customer challenges.\nContinuous Improvement: Proactively contribute to the development and refinement of internal support best practices. Stay current on Fortra solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided.\nContent Development: Contribute to knowledge base development by creating documentation, articles, training materials, and other resources for the broader Support team.\nBusiness Process Improvement: Continuously refine and improve business analysis processes to enhance efficiency and outcomes.\n\nQUALIFICATIONS\nBachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.\n4+ years of experience in technical support, system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.\nStrong understanding of system configurations, software testing, and troubleshooting methodologies.\nProficiency in diagnosing complex technical issues, performing root cause analysis, and identifying effective solutions.\nExcellent verbal and written communication skills, with the ability to clearly communicate technical information to customers and internal teams.\nStrong problem-solving and analytical skills, with keen attention to detail and the ability to work independently and collaboratively to resolve issues.\nFamiliarity with technical support tools, ticketing systems, and escalation processes.\nDemonstrated experience in a customer-facing role, with a focus on delivering exceptional customer service and leading key projects or initiatives.\nThis position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.\nWe are an equal opportunity employer and encourage applications from candidates of all backgrounds. We do not require Canadian work experience; all relevant experience will be considered. This posting is for a new position.\nExpected Compensation: C$50,000 - C$80,000\nReady 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":5699,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Workflow & Process Automation (RPA, BPM)","Managed Security","Data Loss Prevention","Email Security"],"lifecycle":[{"event":"open","at":"2026-10-19T23:40:42Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fortra-sr-support-analyst","json_url":"https://alion.io/job/fortra-sr-support-analyst.json","meta":{"generated_at":"2026-10-20T21:40:29Z","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":25237,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"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-sr-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-sr-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-sr-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-sr-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortra-sr-support-analyst"}]}