Technical Support Analyst

Fortive Corporation; India (PA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Job summary

Fortive Corporation’s ServiceChannel team is seeking a customer-focused technical support professional to manage and triage Zendesk tickets for API, EasyPay, FSM, and Data Direct platforms. You will coordinate with cross-functional teams to resolve incidents, perform root-cause analyses, and communicate effectively with customers and stakeholders.

You will help identify trends, document issues, and contribute to knowledge bases and playbooks, ensuring timely SLA adherence and quality customer

Qualifications

• 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role.
• Strong understanding of SaaS products, API documentation, troubleshooting workflows, and escalation management.
• Experience using Zendesk or similar ticketing platforms to manage issues, SLAs, and communications.
• Ability to troubleshoot across API CRUD operations, payment workflows, FSM activity, reporting, user access, and configuration.
• Excellent written and verbal communication, translating technical issues for non-technical audiences.

Responsibilities

• Receive, triage, and manage assigned technical support tickets through Zendesk.
• Monitor queues and prioritize inbound requests as directed by the Support Queue owner.
• Provide timely updates to customers, internal stakeholders, and management.
• Troubleshoot customer-reported issues using documentation, API swagger, and internal knowledge resources.
• Perform initial investigation and root cause analysis to classify issues as customer-side, config, product, or integration-related.
• Communicate with customers via email and meetings to clarify issues, provide status updates, and guide resolution.
• Advise on product updates, known issues, configuration changes, and troubleshooting steps.
• Collaborate with ServiceChannel Support, Professional Services, Customer Success, Product, Engineering, and Management to resolve complex issues.
• Escalate defects and product gaps to Engineering or Product with documentation and reproduction steps.
• Build and maintain internal knowledge articles, troubleshooting guides, and playbooks.

Skills

English proficiency

Customer-facing experience

SaaS support knowledge

API troubleshooting

Escalation management

Documentation skills

Tools

Zendesk

Jira

Confluence

Slack

Microsoft Teams

Microsoft Office Suite

SharePoint

Excel

Support monitoring tools

Product documentation & knowledge bases

Job description

Role Responsibilities

• Receive, triage, and manage assigned technical support tickets through Zendesk

for ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related

platform services

• Monitor assigned ticket queues, prioritize inbound requests as directed by

Support Queue owner, and ensure timely updates are provided to customers,

internal stakeholders, and management

• Troubleshoot customer-reported issues using available documentation, API

swagger documentation, product knowledge, system tools, logs, support history,

and internal knowledge resources

• Perform initial investigation and root cause analysis to determine whether issues

are customer-side, configuration-related, product-related, integration-related, or

require escalation

• Communicate directly with customers via email and meetings to clarify issues,

provide status updates, explain next steps, and guide them through resolution

where applicable

• Advise customers and internal teams on product updates, known issues,

configuration changes, process changes, and recommended troubleshooting steps

• Collaborate with ServiceChannel Support, Professional Services, Customer

Success, Product, Engineering, and Management teams to resolve complex or

recurring issues

• Escalate defects, system errors, recurring failures, and product gaps to

Engineering or Product teams with clear documentation, supporting evidence,

business impact, and reproduction steps

• Build, maintain, and improve internal knowledge articles, troubleshooting guides,

support playbooks, and process documentation for ServiceChannel team members

• Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other

product support cases to help management understand recurring issues, customer

impact, and potential process improvements

• Document issue details, customer communications, resolution steps, root cause,

and escalation history clearly within Zendesk, Jira, Confluence, or other applicable

systems

• Maintain SLA response and resolution targets while balancing multiple support

cases across different product areas Recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents

Skill and Qualification Requirements

• English proficiency
• 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role
• Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management
• Experience using Zendesk or similar ticketing/support platforms to manage customer issues, ticket queues, SLAs, and support communications
• Ability to troubleshoot across diverse product areas including API CRUD operations, payment workflows, FSM activity, reporting/data delivery, user access, configuration, file processing, and system behavior
• Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
• Ability to conduct customer-facing meetings, gather requirements, explain findings, and drive issues toward resolution
• Strong documentation skills with the ability to create repeatable knowledge articles, troubleshooting guides, internal notes, and escalation summaries
• Analytical mindset with the ability to identify trends, patterns, repeat issues, and potential product or process gaps
• Ability to prioritize and manage multiple active support cases simultaneously across different product areas
• Collaborative mindset with the ability to work across Support, Professional Services, Customer Success, Product, Engineering, and Management teams

Tools and Systems Used

• ServiceChannel.com
• EasyPay
• FSM
• Data Direct
• Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• SharePoint
• Excel
• Support monitoring tools
• Product documentation and internal knowledge bases

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].