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 Fortras 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, Linux, macOS, (IBM i systems is advantageous), 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 verbal and written communication skills, 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.