Senior Support Analyst: Advanced Troubleshooter & Mentor

Fortra; Canada; On-site; CAD 50,000 - 80,000; Full time

Job summary

Fortra is seeking a highly skilled Senior Support Analyst to join our technical support team in Canada. You will resolve advanced technical issues, perform in-depth system analysis, and drive customer satisfaction while mentoring junior analysts.

You’ll lead escalation processes, document feature requests, develop knowledge base content, and collaborate with cross-functional teams to improve service quality and operational success.

Qualifications

• Bachelor’s degree in CS/IT or equivalent experience.
• 4+ years in technical support or system analysis.
• Strong diagnostic and troubleshooting skills.
• Excellent communication, both verbal and written.
• Experience with customer-facing roles and escalation processes.

Responsibilities

• Perform advanced technical troubleshooting on Fortra solutions.
• Communicate with high-priority customers to explain root causes and steps.
• Configure advanced test environments to replicate issues.
• Analyze product performance to ensure alignment with expected functionality.
• Escalate and mentor staff during critical cases.
• Document feature requests for product enhancements.
• Lead training sessions for customers and team.
• Develop knowledge base content and improve support practices.
• Support business process improvements.
• Collaborate with cross-functional teams to resolve issues.

Skills

Technical troubleshooting

Customer communication

Root cause analysis

Mentorship

Cross-functional collaboration

Education

Bachelor's degree in CS/IT

Tools

Ticketing systems

Job description

Fortra is seeking a highly skilled Senior Support Analyst to join our technical support team in Canada. You will resolve advanced technical issues, perform in-depth system analysis, and drive customer satisfaction while mentoring junior analysts.

You’ll lead escalation processes, document feature requests, develop knowledge base content, and collaborate with cross-functional teams to improve service quality and operational success.