Senior Technical Support Engineer

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

Job summary

Fortra in Canada seeks a highly skilled Senior Support Analyst to join our technical support team. You will resolve advanced issues, analyze complex system configurations, and deliver timely, accurate solutions that enhance customer satisfaction.

You’ll mentor junior analysts, drive best practices, collaborate with cross-functional teams, and contribute to knowledge base content while staying current with Fortra solutions and industry standards.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent experience.
• 4+ years of experience in technical support, system analysis, or related role with focus on complex software troubleshooting.
• Strong understanding of system configurations, software testing, and troubleshooting methodologies.
• Proficiency in diagnosing complex technical issues, performing root cause analysis, and identifying effective solutions.
• Excellent verbal and written communication skills with ability to convey technical information clearly to customers and internal teams.
• Strong problem-solving and analytical skills with attention to detail and ability to work independently and collaboratively.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Demonstrated experience in a customer-facing role, leading projects or initiatives.

Responsibilities

• Advanced Technical Troubleshooting: Analyze complex or escalated issues with Fortra solutions to determine if software functions as designed.
• Customer Communication: Act as trusted advisor to high-priority customers, explaining root causes and steps to resolve.
• Environment Configuration: Set up and troubleshoot advanced test environments to replicate issues.
• System Analysis: Assess product performance to ensure alignment with intended functionality.
• Issue Escalation and Leadership: Collaborate with teams on solutions and mentor team members through escalation processes.
• Feature Request Documentation: Gather detailed customer requirements and submit to Development for enhancements.
• Mentorship and Collaboration: Guide junior analysts and share knowledge across cross-functional teams.
• Team and Customer Education: Lead training sessions for customers and internal teams.
• Continuous Improvement: Contribute to internal support best practices and stay current with Fortra solutions.
• Content Development: Create knowledge base content and resources for the Support team.
• Business Process Improvement: Refine business analysis processes to improve efficiency.

Skills

Technical troubleshooting

Root cause analysis

Customer communication

Team leadership

Mentoring

Education

Bachelor’s degree in CS/IT

Tools

Ticketing systems

Job description

Fortra in Canada seeks a highly skilled Senior Support Analyst to join our technical support team. You will resolve advanced issues, analyze complex system configurations, and deliver timely, accurate solutions that enhance customer satisfaction.

You’ll mentor junior analysts, drive best practices, collaborate with cross-functional teams, and contribute to knowledge base content while staying current with Fortra solutions and industry standards.