Senior Technical Support Lead

Fortra, LLC; Ontario (CA); On-site; USD 35,000 - 57,000; Full time

Job summary

Fortra, LLC is seeking a Senior Support Analyst to join our technical support team. You will resolve advanced issues, analyze complex configurations, and mentor junior analysts to enhance service quality.

You will collaborate with cross-functional teams and act as a trusted advisor to high-priority customers to ensure timely resolutions. Strong English communication and a customer-focused mindset are essential.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 4+ years of experience in technical support, system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
• 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 the ability to clearly communicate technical information to customers and internal teams.
• Strong problem-solving and analytical skills, with keen attention to detail and the ability to work independently and collaboratively to resolve issues.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Demonstrated experience in a customer-facing role, with a focus on delivering exceptional customer service and leading key projects or initiatives.
• 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.

Responsibilities

• Perform in-depth analysis of complex or escalated issues for Fortra solutions.
• Communicate with high-priority customers to explain root causes and resolutions.
• Configure and troubleshoot advanced test environments to replicate issues.
• Lead escalation when needed and mentor junior analysts.
• Document requirements and submit feature requests to Development.
• Provide mentorship and cross-functional collaboration to improve service quality.
• Lead training and knowledge sharing for customers and internal teams.
• Drive continuous improvement of internal support practices.
• Develop knowledge base content and training materials.
• Support business process improvements.

Skills

Technical support

System analysis

Root cause analysis

Customer service

Verbal communication

Troubleshooting

Ticketing systems

Escalation processes

Collaboration

Education

Bachelor's degree in CS/IT

Tools

Ticketing systems

Job description

Fortra, LLC is seeking a Senior Support Analyst to join our technical support team. You will resolve advanced issues, analyze complex configurations, and mentor junior analysts to enhance service quality.

You will collaborate with cross-functional teams and act as a trusted advisor to high-priority customers to ensure timely resolutions. Strong English communication and a customer-focused mindset are essential.