Associate Support Analyst

This entry-level position is ideal for individuals eager to learn, take initiative, and develop technical and problem-solving skills in a dynamic support environment. As an Associate Support Analyst, you will assist customers in troubleshooting technical challenges while continuously expanding your knowledge of our products, customer deployments, and various configurations.

We are looking for self-starters who enjoy problem-solving, exploring new technologies, and collaborating with a team to deliver exceptional customer support. This role offers a growth pathway into advanced support engineering and other technical roles within Fortra.

WHAT YOU'LL DO

• Learn and Explore – Develop a strong understanding of Fortra’s secure file transfer products, including their configurations and customer deployment models. Actively seek opportunities to expand your technical knowledge.
• Provide First-Line Support – Triage incoming support cases to assess urgency, troubleshoot effectively, and escalate when necessary.
• Communicate Clearly – Engage with customers via email, phone, and case management platforms to provide timely, professional responses and solutions.
• Investigate and Troubleshoot – Collect and analyze system data, identify potential causes, and resolve issues related to Fortra products, connectivity, and configurations.
• Collaborate with Peers – Work closely with other support analysts and engineers to share knowledge, resolve complex issues, and improve troubleshooting processes.
• Represent Fortra Professionally – Act as the face of the company by setting clear expectations, delivering quality service, and maintaining strong customer relationships.
• Enhance Technical Expertise – Continuously develop your understanding of operating systems, networking, and software applications to improve problem-solving efficiency.

QUALIFICATIONS

• Strong desire to learn and grow in a technical support role.
• Bachelor's degree in a technical field (preferred), or equivalent work experience.
• Basic knowledge of Windows, macOS, Linux, and IBM i systems, including experience in remote desktop, cloud, and virtualized environments.
• Foundational understanding of TCP, File Transfer Protocols, and DNS, with troubleshooting knowledge in routing, firewalls, port management, and connectivity.
• Strong problem-solving skills with a systematic approach to analyzing technical issues.
• Excellent communication skills, especially over the phone, to guide customers through troubleshooting steps.
• Ability to take initiative and work independently while also contributing within a team environment.
• Previous experience in software support is a plus but not required—we prioritize curiosity and a willingness to learn!

Desirable Skills

• Experience troubleshooting connectivity and networking issues related to TCP/IP, DNS, and FTP.
• Familiarity with case management tools and customer support ticketing systems.
• Exposure to cloud environments and virtualization platforms.
• Knowledge of security principles related to software and network troubleshooting.
• Prior experience in customer-facing technical roles.

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This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.