Support Analyst – IBMi

🕒 October 15

🌵 Arizona, Connecticut, +5 more states – Remote

🌵 Arizona – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote ⛷️ Utah – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 3%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 26 days.
• Jobs at this company usually fill in 21 days.

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Fortra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

💰 Private equity on 2021-06

Cybersecurity • SaaS • B2B

Fortra is a cybersecurity company that provides data-centric security solutions to help organizations discover, classify, and protect sensitive data across endpoints, networks, and cloud environments. Its product portfolio includes cloud data protection, data classification, data loss prevention, brand protection (domain monitoring, phishing protection, social media monitoring, dark web monitoring), offensive security and penetration-testing tools, secure file transfer, managed security and compliance services, and solutions to support safe AI adoption. Fortra primarily serves enterprise and B2B customers across regulated industries to reduce exposure risk, prevent breaches, and strengthen cyber posture.

📋 Description

• Conduct in-depth technical troubleshooting and analyze Fortra solutions against customer configurations, specifications, and reported issues • Serve as a trusted advisor to high-priority customers and communicate root causes and resolution steps • Set up, configure, and troubleshoot advanced test environments to replicate issues and validate functionality • Analyze product performance and behavior against intended functionality • Document discrepancies and collaborate with internal teams to develop and propose solutions • Support critical escalations, mentor or lead team members, and assist support leadership with escalation decisions • Gather requirements and submit comprehensive feature requests to the development team • Collaborate with support leadership, development, engineering, and product management • Provide end users with technical guidance and education • Contribute to internal support best practices and maintain senior-level expertise through self-directed learning • Create knowledge-base documentation, articles, and training materials

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience • 2+ years of experience in technical support, IBM i system analysis, or a related role, focused on complex software troubleshooting and issue resolution • Strong understanding of IBM i system configurations, software testing, and troubleshooting methodologies • IBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks • Proficiency in diagnosing complex technical issues and identifying root causes • Excellent verbal and written communication skills, with the ability to translate technical information clearly to customers and internal teams • Strong problem-solving skills and ability to work independently and collaboratively • Demonstrated ability to own issues from start to finish while working effectively within a team environment • Familiarity with technical support tools, ticketing systems, and escalation processes • Demonstrated experience in a customer-facing role, providing exceptional customer service and leading key projects or initiatives • Evidence of proactive learning, professional development, or commitment to lifelong learning • Preferred: Experience with Fortra solutions or related industry products • Preferred: Familiarity with enterprise software systems and environments • Preferred: Prior experience documenting feature requests and collaborating with development teams

🏖️ Benefits

• Competitive benefits and salaries • Personal and professional development opportunities • Flexibility • 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 • Perks supporting holistic wellbeing • Culture that keeps employees connected and empowered to make an impact beyond the job

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