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!

The Support Analyst serves as a front-line technical expert assisting customers in the successful use of Automate. This role focuses on diagnosing, troubleshooting, and resolving complex product issues while delivering an exceptional customer experience. The Support Analyst will collaborate closely with senior analysts, development engineers, and services teams to ensure cases are managed efficiently and customer satisfaction remains high.

This position offers a strong foundation for career growth in technical support, software engineering, or professional services.

KEY DUTIES

• Provide world-class customer support via email, phone, and web portal, ensuring timely and accurate case handling.
• Troubleshoot issues related to Automate product installations, configurations, workflows, and integrations.
• Reproduce customer issues in test environments to identify root causes and recommend solutions.
• Document all case activities and resolutions in the ticketing system, maintaining clear and professional communication throughout the case lifecycle.
• Collaborate with internal teams (Development, Services, Sales) to escalate and resolve complex or systemic product issues.
• Identify opportunities to improve knowledge base articles, community forums, and product documentation.
• Participate in product, process, and skills training to maintain technical proficiency and remain current with new releases.
• Contribute to team metrics and service level goals, including response and resolution times.
• Support cross-team initiatives, including product testing, beta feedback, and release validation when assigned.
• Assist in developing and updating technical support documentation and internal troubleshooting guides.
• Recommend process or workflow improvements to enhance customer experience and operational efficiency.

• Participate in after-hours coverage rotation (as applicable).
• Support onboarding of new team members by sharing best practices and contributing to internal training efforts.
• Represent the Technical Support department in internal collaboration projects or feedback sessions.

QUALIFICATIONS

• Technical Skills:
  • Strong understanding of Windows Server and desktop environments.
  • Basic familiarity with scripting or automation tools (e.g., PowerShell, batch files).
  • Working knowledge of relational databases (e.g., SQL Server), networking, and file transfer protocols (FTP/SFTP).
  • Exposure to cloud environments (Azure, AWS) is a plus.
• Soft Skills:
  • Excellent written and verbal communication with a customer-first mindset.
  • Analytical problem-solving and critical thinking skills.
  • Ability to work effectively under pressure while managing multiple priorities.
  • Strong attention to detail and documentation accuracy.
  • Team-oriented with a collaborative and continuous-learning attitude.
• Education & Experience:
  • Bachelor’s degree in Computer Science, Information Technology, or related field is a plus, but hands on experience and passion for problem-solving matter most. We value practical experience and demonstrated technical ability equally.
  • 1–2 years of experience in a software support, help desk, or systems administration role preferred.

At Fortra, we’re breaking the attack chain. Ready to join us?

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.

As a full-time, exempt employee at Fortra, you’ll enjoy a comprehensive benefits package that includes:

• Health, dental, and vision coverage as of hire

• Immediate enrollment in 401(k), HSA, and FSA plans

• Flexible PTO policy

• Tuition and personal enrichment reimbursement

• Option to enroll in ID Theft Protection Program

At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job.

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.