Sr. Support Analyst - IBMi Power Systems

Location: Saanich

Whether you’re an experienced professional or just getting started, your contributions matter  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!

The Senior Technical Support Analyst – IBM i Power Systems, Robot serves as a key customer contact, troubleshooting advanced technical issues, analyzing complex systems, and providing accurate, timely resolutions to ensure customer satisfaction and operational success. The Senior Technical Support Analyst provides highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra's Power (IBM i) solutions.

This role involves diagnosing issues, performing comprehensive system analysis, collaborating with internal teams, and acting as a point of escalation for complex or critical customer-reported problems. As a senior member of a collaborative support team, this role requires both strong teamwork and full ownership of assigned issues from initial intake through final resolution. In addition to their core responsibilities, the Senior Technical Support Analyst takes on a leadership role within the support team by mentoring junior team members, contributing to the development of best practices, and leading key initiatives.

Candidates should demonstrate a proactive, growth oriented mindset and identify as lifelong learners committed to continually expanding their technical expertise.

WHAT YOU'LL DO Advanced Technical Troubleshooting :
Conduct in-depth analysis of more complex or escalated issues with Fortra's solutions based on customer system configurations, specifications, and reported problems to determine if the software is functioning properly according to 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 and Leadership :
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 in decision-making for escalations.

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.

Mentorship and Collaboration :
Provide guidance and mentorship to junior analysts, fostering knowledge sharing and professional development. Continue working closely with cross-functional teams to ensure effective issue resolution and communication of customer needs.

Team and Customer Education :
Lead training or knowledge-sharing sessions for both customers and internal team members to ensure customers fully utilize Fortra's Robot solutions and internal teams are equipped to address customer challenges.

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…