Sr Support Analyst (IBMi Power Systems Management)

Fortra; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Fortra is seeking a Senior Support Analyst to provide remote technical support for their Halcyon solution. This role involves troubleshooting, system analysis, and collaboration with sales teams to deliver effective solutions. The ideal candidate will have a strong technical background and excellent communication skills.

Benefits

Health, dental, and vision coverage

401(k), HSA, and FSA plans

Flexible PTO policy

Tuition and enrichment reimbursement

Qualifications

• 4+ years in technical support with complex software troubleshooting experience.
• Experience in customer-facing roles providing exceptional service.

Responsibilities

• Analyze complex issues with Fortra’s Halcyon solution and ensure software functions properly.
• Collaborate with sales teams and conduct discovery meetings with customers.

Skills

Technical Support

System Analysis

Problem Solving

Communication

Education

Bachelor’s degree in Computer Science

Tools

IBM i

CL Programming

DB2 SQL

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!

At Fortra, we’re breaking the attack chain. Ready to join us?

This position provides remote end-to-end Technical Support for customers for Fortra’s IBM i Halcyon Brand. It will grow into providing Sales Engineering activities, Implementation, and Training Services for the same Brand. The Senior Support Analyst will work remotely to provide highly specialized technical support by leveraging in-depth industry knowledge and expertise in Fortra’s Halcyon solution. Responsibilities include diagnosing issues, system analysis, collaborating with internal teams, and acting as a point of escalation for complex customer problems. The role involves troubleshooting, analyzing systems, and ensuring customer satisfaction and operational success.

WHAT YOU'LL DO

Support Responsibilities:

• Analyze complex or escalated issues with Fortra’s Halcyon solution based on customer configurations and problems, ensuring software functions properly according to specifications.
• Act as a trusted advisor to high-priority customers, communicating effectively about issues and resolutions, and providing technical guidance to address user knowledge gaps.
• Set up, configure, and troubleshoot advanced test environments based on customer inputs to replicate issues and validate software functionality.
• Analyze product performance using technical expertise to ensure it aligns with intended functionality.
• Document discrepancies and collaborate internally to develop solutions.
• Contribute to support best practices, documentation, and stay updated on solutions and industry trends.

Pre-sales activities

• Collaborate with sales teams on activities with prospective customers.
• Conduct discovery meetings to understand customer needs and present solutions.
• Develop and deliver demonstrations of the Halcyon Suite.
• Execute proof of concept sessions with prospective clients.

Services activities

• Deliver software implementation and training projects from contract to go-live.
• Guide customers on best practices for successful adoption.
• Configure and document software settings and deployment architectures.
• Resolve issues related to software implementation.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent experience.
• 4+ years in technical support, system analysis, or similar, with complex software troubleshooting experience.
• Strong understanding of system configurations, testing, and troubleshooting methodologies.
• Proficiency in diagnosing technical issues and root cause analysis.
• Excellent communication skills for technical and non-technical audiences.
• Problem-solving skills and ability to work independently and in teams.
• Experience in customer-facing roles, providing exceptional service and leading initiatives.
• 2+ years experience with Fortra’s Halcyon suite.
• IBM i platform experience including CL programming, security, Save/Restore, BRMS, and DB2 SQL.

Highly desired experience or willingness to learn

• IBM AIX administration
• Linux on Power/x86 administration
• Windows Server Administration

3330

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligned with your experience and skills.

As a full-time, exempt employee, you’ll enjoy benefits including:

• Health, dental, and vision coverage from hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policy
• Tuition and enrichment reimbursement
• ID Theft Protection Program options

We also offer benefits focused on your well-being and our Diversity, Equity, and Inclusion initiatives.

Compensation range: $50,000 — $70,000 USD

Visit our website to learn why employees choose Fortra. Connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.