Support Analyst - IBMi

HelpSystems LLC; Eden Prairie (MN); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health, dental, and vision

401(k) plan

HSA and FSA

Flexible PTO

Tuition reimbursement

ID Theft Protection

Job summary

Fortra is seeking a Technical Support Analyst – IBMi to serve as a key customer contact for troubleshooting, complex system analysis, and timely resolutions to ensure satisfaction and operational success. The role involves diagnosing issues, configuring environments, and collaborating with internal teams.

You will work with cross-functional teams including support leadership, development, engineering, and product management to deliver effective solutions and drive customer success.

Qualifications

• Bachelor's degree or equivalent experience in CS/IT or related field.
• 2+ years in technical support, IBM i system analysis, or related role.
• Strong understanding of IBM i configurations and troubleshooting methodologies.
• IBM i administration including software installs, PTFs, networking, journaling, job scheduling, and work management.

Responsibilities

• Provide in-depth technical troubleshooting for Fortra solutions.
• Communicate with high-priority customers to explain root causes and resolution steps.
• Configure test environments to reproduce issues and validate fixes.
• Analyze system performance to ensure alignment with intended functionality.
• Collaborate with support leadership and escalate when needed to resolve critical issues.
• Document requirements and submit feature requests for product enhancements.
• Contribute to knowledge base and cross-functional collaboration.

Skills

IBM i troubleshooting

Troubleshooting

Customer-facing

Communication

Problem solving

Independent work

Cross-functional collab

Education

Bachelor's degree in Computer Science/IT or related field

Equivalent experience

Tools

Ticketing systems

Fortra solutions knowledge

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!While our company operates remotely, our current hiring strategy is focused on building talent communities in Atlanta, Dallas, Phoenix, Salt Lake City, Eden Prairie, and the New York-New Jersey-Connecticut tri-state area.

The Technical Support Analyst – IBMi serves as a key customer contact for troubleshooting technical issues, analyzing complex systems, and providing accurate, timely resolutions to ensure customer satisfaction and operational success. The Technical Support Analyst provides highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra's solutions. This role involves diagnosing issues, performing comprehensive system analysis, and collaborating with internal teams to resolve customer-reported problems.

WHAT YOU'LL DO

• 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: Serve as a trusted advisor to high-priority customers, communicating effectively to ensure they understand the root cause of the problem and the steps being taken to resolve it. Continue to offer technical knowledge where appropriate to address gaps in user knowledge.
• Environment Configuration: Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
• System Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.
• Issue Escalation: When software does not function as designed, not only document the discrepancy but also collaborate with internal teams to develop and propose solutions. For critical customer issues, work closely with support leadership and act as a mentor or lead for other team members during the escalation process. When needed, serve as an additional escalation point for high-severity or critical customer issues and assist support leadership with decision-making on escalations.
• Feature Request Documentation: If the solution is functioning as designed but additional functionality is required by the customer, oversee the gathering of detailed requirements and submit comprehensive 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: Proactively contribute to the development of internal support best practices and stay updated on Fortra's solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided. Demonstrate initiative in self-directed learning and skill development to maintain senior-level expertise.
• Content Development: Contribute to knowledge base development by creating documentation, articles, or training materials for the broader support team.

QUALIFICATIONS

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 2+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
• Strong understanding of IBM i system configurations, software testing, and troublesShooting methodologies.
• IBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks.
• Proficiency in diagnosing complex technical issues and identifying root causes.
• Excellent verbal and written communication skills, with the ability to clearly translate technical information to customers and internal teams.
• Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
• Demonstrated ability to own issues from start to finish while working effectively within a team environment.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Demonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.
• Evidence of proactive learning, professional development, or a self-described commitment to lifelong learning.

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.

Compensation

60,000 USD - 70,000 USD

As a full-time, exempt employee at Fortra, you'll enjoy a comprehensive benefits package that includes:

• Health, dental, and vision coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policyTuition and personal enrichment reimbursement
• Option to enroll in ID Theft Protection Program

At Fortra, we’re breaking the attack chain. At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.

At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job.

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

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