{"id":2348885,"url":"https://alion.io/job/fortra-support-analyst","title":"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":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":53000,"period":"year","method":"role_seniority_country_cell","sample_n":29},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-12T23:37:57Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"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!\nThe 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.\n\nWHAT YOU'LL DO\nTechnical 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.\nCustomer 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.\nEnvironment 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.\nSystem Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.\nIssue Escalation: When software does not function as designed, not only document the discrepancy but also 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. When needed, serve as an additional escalation point for high-severity or critical customer issues and assist support leadership with decision-making on escalations.\nFeature 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.\nCollaboration: 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.\nCustomer 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.\nContinuous 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.\nContent Development: Contribute to knowledge base development by creating documentation, articles, or training materials for the broader support team.\n\nQUALIFICATIONS\nBachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.\n2+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.\nStrong understanding of IBM i system configurations, software testing, and troubleshooting methodologies.\nIBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks.\nProficiency in diagnosing complex technical issues and identifying root causes.\nExcellent verbal and written communication skills, with the ability to clearly translate technical information to customers and internal teams.\nStrong problem-solving skills and the ability to work independently and collaboratively to resolve issues.\nDemonstrated ability to own issues from start to finish while working effectively within a team environment.\nFamiliarity with technical support tools, ticketing systems, and escalation processes.\nDemonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.\nEvidence of proactive learning, professional development, or a self-described commitment to lifelong learning.\nPreferred Qualifications:\nExperience with Fortra solutions or related industry products.\nFamiliarity with enterprise software systems and environments.\nPrior experience in documenting feature requests and collaborating with development teams.\nCompensation: C$70,000.00 - C$80,000.00\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":5579,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-12T13:22:51Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.721,"p_room":0.75,"age_days":18,"expected_fill_days":22,"reasons":["conf:6","win:late","comp:junior"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/fortra-support-analyst","json_url":"https://alion.io/job/fortra-support-analyst.json","meta":{"generated_at":"2026-10-13T07:24:07Z","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":10915,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"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-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-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-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-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffortra-support-analyst"}]}