Sr. Support Analyst

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, andmuch more!

We are seeking a highly skilled and customer-focused Senior Support Analyst to join our
technical support team. In this role, you will act as a key point of contact for resolving advanced
technical issues, performing in-depth system analysis, and ensuring timely, accurate solutions
that drive customer satisfaction. You will leverage your expertise in Fortra’s solutions to
diagnose complex problems, collaborate with internal teams, and serve as an escalation
resource for critical cases. Additionally, you will provide leadership within the support team by
mentoring junior analysts, contributing to best practices, and leading initiatives that enhance
service quality and operational success.

• Advanced 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.
• Customer 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.
• Environment Configuration: Set up, configure, and troubleshoot 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, 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.
• Feature 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.
• Mentorship 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.
• Team 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.
• Continuous 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.
• Content Development: Contribute to knowledge base development by creating documentation, articles, training materials, and other resources for the broader Support team.
• Business Process Improvement: Continuously…