Associate Support Analyst

Fortra, LLC; Canada; On-site; CAD 28,000 - 34,000; Full time

Job summary

Fortra, LLC in Canada is seeking an Associate Technical Support Analyst to join our Technical Support team. In this entry-level role, you will be the first point of contact for customers, helping diagnose and resolve issues related to Fortra solutions and configurations.

You’ll work with senior teammates to triage cases, document interactions, and communicate clearly with customers of varying technical levels, while building a solid foundation in troubleshooting and professional growth.

Qualifications

• Associate’s degree in computer science or IT, or equivalent experience.
• Foundational knowledge of IT concepts and software troubleshooting.
• Strong written and verbal communication for technical and non-technical audiences.
• Familiarity with support tools and ticketing systems, or ability to learn quickly.
• Demonstrated problem-solving and analytical skills.
• Attention to detail and commitment to high-quality customer support.
• Ability to work in a collaborative team and manage multiple priorities.
• Customer-focused mindset and willingness to continue learning in support technologies.

Responsibilities

• Provide first-level technical troubleshooting and assist customers in diagnosing issues.
• Analyze system behavior and environments to identify causes and solutions.
• Respond to requests via email, phone, and ticketing systems with a professional, customer-focused approach.
• Communicate steps and resolutions clearly to users with varying technical levels.
• Accurately document interactions, issues, and resolutions for follow-up.
• Escalate complex issues to senior team members when needed.
• Assist with configuration, setup, and maintenance of test environments per requirements.
• Develop expertise in Fortra products and support processes.
• Collaborate with senior staff to learn advanced techniques and best practices.
• Educate customers on product functionality and usage recommendations.
• Contribute to knowledge articles and troubleshooting documentation.
• Participate in training, mentoring, and self-directed learning.
• Identify opportunities to improve support processes and customer experience.
• Support business analysis and operational improvement efforts.

Skills

Strong written and verbalcommunication

Problem solving

Attention to detail

Team collaboration

English proficiency

Education

Associate’s degree in Computer Science, Information Technology, or related field

Bachelor’s degree preferred

Tools

Ticketing systems

Support 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!We are seeking an enthusiastic and customer-focused Associate Technical Support Analyst to join our Technical Support team. In this entry-level role, you will be the first point of contact for customers, assisting with product, configuration, and training-related issues. You will collaborate closely with support colleagues to triage cases, document issues, and communicate effectively with customers, building a strong foundation in technical problem-solving and professional growth. This position is ideal for individuals with basic IT or software knowledge and a passion for learning, troubleshooting, and delivering exceptional customer experiences.WHAT YOU'LL DOProvide first-level technical troubleshooting and assist customers in diagnosing and resolving common issues related to Fortra solutions.Analyze system behavior and customer environments to identify potential causes of issues and recommend appropriate solutions under the guidance of senior team members.Respond to customer support requests via email, phone, and ticketing systems while delivering a professional and customer-focused experience.Communicate troubleshooting steps, technical concepts, and resolutions clearly to customers with varying levels of technical expertise.Accurately document customer interactions, issues, and resolutions within support systems to ensure timely tracking and follow-up.Escalate complex or unresolved issues to senior team members and appropriate technical teams when necessary.Assist with the configuration, setup, and maintenance of test environments based on customer requirements and system specifications.Develop expertise in Fortra products, technologies, and support processes to provide accurate and effective customer assistance.Collaborate closely with senior support professionals to learn advanced troubleshooting techniques, system analysis methods, and best practices.Educate customers on product functionality, configuration options, and recommended usage practices to improve adoption and self-sufficiency.Contribute to the creation and maintenance of knowledge articles, troubleshooting documentation, and support resources.Participate in training programs, mentoring opportunities, and self-directed learning to continuously expand technical knowledge and support capabilities.Identify opportunities to improve support processes, workflows, and customer experience through continuous improvement initiatives.Support business analysis and operational improvement efforts to enhance team efficiency, service quality, and customer outcomes.QUALIFICATIONSAssociate’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience; bachelor’s degree preferred.Foundational knowledge of system configurations, software troubleshooting, and general IT concepts.Strong written and verbal communication skills with the ability to explain technical concepts and solutions to both technical and non-technical audiences.Familiarity with technical support tools, ticketing systems, and customer service processes, or the ability to quickly learn new technologies and platforms.Demonstrated problem-solving and analytical skills, with the ability to troubleshoot issues, identify root causes, and recommend appropriate solutions.Strong attention to detail and commitment to delivering high-quality customer support.Ability to work effectively in a collaborative team environment while taking ownership of assigned responsibilities.Strong organizational and time-management skills with the ability to manage multiple priorities and meet established service expectations.Customer-focused mindset with a desire to provide exceptional service and create positive customer experiences.Commitment to continuous learning and professional development in support technologies, cybersecurity concepts, and industry best practices.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.We are an equal opportunity employer and encourage applications from candidates of all backgrounds. We do not require “Canadian work experience”; all relevant experience will be considered. This posting is for an existing vacancy.Expected Compensation: C$20.00–C$25.00/hrAt Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.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.