Associate Support Analyst

Fortra; Canada; On-site; CAD 45,000 - 60,000; Full time

Job summary

A technology firm in Canada is seeking an Associate Support Analyst. This entry-level role is ideal for those eager to learn and develop technical skills while assisting customers with troubleshooting. Responsibilities include providing first-line support, investigating technical issues, and collaborating with team members. A strong desire to learn and problem-solving skills are essential. Competitive benefits and a supportive environment await successful candidates.

Benefits

Competitive benefits

Professional development opportunities

Flexible work environment

Qualifications

• Basic knowledge of Windows, macOS, Linux, and IBM i systems.
• Foundational understanding of TCP, File Transfer Protocols, and DNS.
• Previous experience in software support is a plus but not required.

Responsibilities

• Provide first-line support for customer cases and troubleshoot effectively.
• Collect and analyze system data to resolve issues.
• Engage with customers to provide timely responses and solutions.

Skills

Strong desire to learn

Strong problem-solving skills

Excellent communication skills

Ability to take initiative

Education

Bachelor's degree in a technical field

Tools

Windows

macOS

Linux

IBM i systems

Case management tools

Job description

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!

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

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!
• 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.

Note: 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.

English language note: This sentence has been preserved for accuracy as part of the original description.

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.