Technical Support Consultant I – Tier 2 Support

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏥 Healthcare

🏭 Manufacturing

📦 Logistics

💰 Post-IPO Equity on 2020-03

Healthcare • Manufacturing • Logistics

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

📋 Description

• Investigate and resolve escalated customer incidents and service requests requiring advanced troubleshooting and technical analysis. • Analyze application logs, system configurations, APIs, integrations, authentication mechanisms, and release changes to identify root causes. • Reproduce reported issues in test or sandbox environments to validate behavior and accelerate resolution. • Deliver clear, accurate, and actionable solutions or workarounds to customers and internal stakeholders. • Partner with Engineering and Product teams on software defects, performance issues, compatibility concerns, and product enhancements. • Document troubleshooting processes, findings, and resolutions in support systems and knowledge management tools. • Identify recurring trends and recommend improvements to support processes, documentation, monitoring, and system reliability. • Create technical documentation and support Tier 1 support team capability development. • Manage escalations with timely communication, ownership, and resolution. • Participate in an on-call support rotation as required. • Contribute to process improvements and operational excellence, measured through resolution time, escalation responsiveness, communication quality, knowledge-base contributions, customer satisfaction, and resolution outcomes.

🎯 Requirements

• 2–4 years of experience in technical support, application support, product support, IT operations, or a related field. • Experience troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication systems. • Familiarity with browser developer tools, HAR files, API testing tools such as Postman, and log analysis or monitoring platforms. • Understanding of IT service management practices, including incident management, problem management, and knowledge management. • Strong analytical and problem-solving skills. • Excellent written and verbal communication skills. • Ability to collaborate across technical and non-technical teams. • Preferred: experience supporting SaaS applications or cloud-based platforms. • Preferred: exposure to scripting, automation, or SQL-based troubleshooting. • Preferred: experience working directly with software engineering or product development teams. • Preferred: familiarity with observability, monitoring, or telemetry platforms. • Ability to participate in an on-call support rotation as required.

🏖️ Benefits

• Opportunity to work on complex technical challenges and develop advanced troubleshooting expertise. • Exposure to cross-functional collaboration with Engineering and Product teams. • Continuous learning and professional development opportunities. • A supportive, knowledge-sharing team environment. • Opportunities to contribute to process improvements and operational excellence. • Career growth pathways within Technical Support, Operations, Engineering, and Customer Success teams. • Competitive compensation and benefits package. • Flexible work arrangements where applicable.