Technical Support Analyst

Righttalentrightnow; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

Righttalentrightnow is seeking a Technical Support Analyst in Mumbai to troubleshoot technical issues for clients using Fortra's solutions. Responsibilities include diagnosing and analyzing systems, communicating with customers about issues, and collaborating closely with cross-functional teams. The ideal candidate will have a Bachelor's degree in Computer Science and 2+ years of experience in technical support. Key skills include technical troubleshooting, effective communication, and strong problem-solving abilities, ensuring customer satisfaction and operational success.

Qualifications

• 2+ years of experience in technical support or system analysis with a focus on software troubleshooting.
• Strong understanding of system configurations and troubleshooting methodologies.
• Proficiency in diagnosing complex technical issues and identifying root causes.

Responsibilities

• Conduct in-depth analysis of Fortra’s solutions based on customer configurations and reported issues.
• Communicate effectively with customers to explain the root cause of problems.
• Set up and configure test environments to replicate customer-reported issues.
• Analyze product performance to determine alignment with intended functionality.
• Document discrepancies and escalate issues to appropriate support engineers.

Skills

Technical Troubleshooting

Customer Communication

System Analysis

Problem Solving

Technical Education

Education

Bachelor’s degree in Computer Science or related field

Tools

Technical support tools

Ticketing systems

Job description

Job Overview

The Technical Support Analyst serves as a key customer contact for troubleshooting technical issues, analyzing complex systems, and providing accurate and timely resolutions to ensure customer satisfaction and operational success. This role includes diagnosing issues, performing comprehensive system analysis, and collaborating with internal teams to resolve customer-reported problems.

Key Responsibilities

• Technical Troubleshooting: Conduct in-depth analysis of Fortra’s solutions based on customer system configurations, specifications, and reported issues to determine if the software is functioning properly per documented specifications.
• Customer Communication: Communicate effectively with customers to ensure they understand the root cause of the problem and the steps being taken to resolve it. Offer additional technical knowledge where appropriate to address gaps in user knowledge.
• Environment Configuration: Set up and configure test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
• System Analysis: Analyze product performance and behavior to determine whether it aligns with intended functionality, using both technical expertise and product knowledge.
• Issue Escalation: When the software does not function as designed, document the discrepancy clearly and Escalate the issue to appropriate Support Engineer for further analysis and resolution. For heightened customer issues, work directly with support leadership to eliminate further escalation.
• Feature Request Documentation: If the solution is functioning as designed but additional functionality is required by the customer, gather requirements and submit detailed feature requests for potential product enhancements to the development team.
• Collaboration: Work closely with cross‑functional teams, including support leadership, development, engineering, and product management, to ensure effective resolution of issues and communication of customer needs.
• Customer Education: Provide end users with guidance and technical education to resolve knowledge‑related issues, ensuring they are able to fully utilize the solution’s capabilities.
• Continuous Improvement: Stay updated on Fortra’s solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 2+ years of experience in technical support, system analysis, or a related role, with a focus on software troubleshooting.
• Strong understanding of system configurations, software testing, and troubleshooting methodologies.
• Proficiency in diagnosing complex technical issues and identifying root causes.
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to customers and internal teams.
• Strong problem solving skills and the ability to work independently and collaboratively to resolve issues.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Experience working in a customer‑facing role, with a focus on providing exceptional customer service.

Preferred Qualifications

• Experience with Fortra solutions or related industry products.
• Familiarity with enterprise software systems and environments.
• Prior experience in documenting feature requests and collaborating with development teams.
• Technical Expertise: Knowledge related to technologies utilized by the Fortra solution and ability to perform in-depth system analysis to identify issues with software functionality.
• Customer Focus: Strong commitment to understanding customer needs and delivering timely, accurate support.
• Collaboration: Effective communication and collaboration with cross‑functional teams to resolve customer issues and drive improvements.
• Adaptability: Ability to handle a range of technical problems in a fast‑paced, customer‑driven environment.
• Analytical Thinking: Skilled in analyzing complex technical scenarios and determining root causes or areas for improvement.
• Self‑Driven: Ability to work individually and determine the appropriate resources required to drive resolution.

About Aeries & Fortra

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. Aeries provides mid‑size technology companies with the right mix of deep vertical specialty, functional expertise, and systems & solutions to scale, optimize and transform their business operations. Fortra provides advanced offensive and defensive security solutions that deliver comprehensive protection across the cyber kill chain. The Technical Support Analyst will work for Aeries on behalf of Fortra’s Global Capability Center in Pune.