Technical Support Analyst

• Receive, triage, and manage assigned technical support tickets through Zendesk

for Service Channel products including APIs, Easy Pay, FSM, Data Direct, and related

platform services

• Monitor assigned ticket queues, prioritize inbound requests as directed by

Support Queue owner, and ensure timely updates are provided to customers,

internal stakeholders, and management

• Troubleshoot customer-reported issues using available documentation, API

swagger documentation, product knowledge, system tools, logs, support history,

and internal knowledge resources

• Perform initial investigation and root cause analysis to determine whether issues

are customer-side, configuration-related, product-related, integration-related, or

require escalation

• Communicate directly with customers via email and meetings to clarify issues,

provide status updates, explain next steps, and guide them through resolution

where applicable

• Advise customers and internal teams on product updates, known issues,

configuration changes, process changes, and recommended troubleshooting steps

• Collaborate with Service Channel Support, Professional Services, Customer

Success, Product, Engineering, and Management teams to resolve complex or

recurring issues

• Escalate defects, system errors, recurring failures, and product gaps to

Engineering or Product teams with clear documentation, supporting evidence,

business impact, and reproduction steps

• Build, maintain, and improve internal knowledge articles, troubleshooting guides,

support playbooks, and process documentation for Service Channel team members

• Identify trends and patterns across APIs, Easy Pay, FSM, Data Direct, and other

product support cases to help management understand recurring issues, customer

impact, and potential process improvements

• Document issue details, customer communications, resolution steps, root cause,

and escalation history clearly within Zendesk, Jira, Confluence, or other applicable

systems

• Maintain SLA response and resolution targets while balancing multiple support

cases across different product areas Recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents

• English proficiency
• 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role
• Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management
• Experience using Zendesk or similar ticketing/support platforms to manage customer issues, ticket queues, SLAs, and support communications
• Ability to troubleshoot across diverse product areas including API CRUD operations, payment workflows, FSM activity, reporting/data delivery, user access, configuration, file processing, and system behavior
• Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
• Ability to conduct customer-facing meetings, gather requirements, explain findings, and drive issues toward resolution
• Strong documentation skills with the ability to create repeatable knowledge articles, troubleshooting guides, internal notes, and escalation summaries
• Analytical mindset with the ability to identify trends, patterns, repeat issues, and potential product or process gaps
• Ability to prioritize and manage multiple active support cases simultaneously across different product areas
• Collaborative mindset with the ability to work across Support, Professional Services, Customer Success, Product, Engineering, and Management teams

• Easy Pay
• FSM
• Data Direct
• Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• Share Point
• Excel
• Support monitoring tools
• Product documentation and internal knowledge bases

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced…