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
[https://www.fortra.com/about/careers#our-benefits]!
At Fortra, we’re breaking the attack chain. Ready to join us?
This entry-level position is ideal for individuals eager to learn, take
initiative, and develop technical and problem-solving skills in a dynamic
support environment. As an Associate Support Analyst, you will assist customers
in troubleshooting technical challenges while continuously expanding your
knowledge of our products, customer deployments, and various configurations.
We are looking for self-starters who enjoy problem-solving, exploring new
technologies, and collaborating with a team to deliver exceptional customer
support. This role offers a growth pathway into advanced support engineering and
other technical roles within Fortra.
WHAT YOU'LL DO
- Learn and Explore – Develop a strong understanding of Fortra’s secure file
transfer products, including their configurations and customer deployment
models. Actively seek opportunities to expand your technical knowledge.
- Provide First-Line Support – Triage incoming support cases to assess urgency,
troubleshoot effectively, and escalate when necessary.
- Communicate Clearly – Engage with customers via email, phone, and case
management platforms to provide timely, professional responses and solutions.
- Investigate and Troubleshoot – Collect and analyze system data, identify
potential causes, and resolve issues related to Fortra products,
connectivity, and configurations.
- Collaborate with Peers – Work closely with other support analysts and
engineers to share knowledge, resolve complex issues, and improve
troubleshooting processes.
- Represent Fortra Professionally – Act as the face of the company by setting
clear expectations, delivering quality service, and maintaining strong
customer relationships.
- Enhance Technical Expertise – Continuously develop your understanding of
operating systems, networking, and software applications to improve
problem-solving efficiency.
QUALIFICATIONS
- Strong desire to learn and grow in a technical support role.
- Bachelor's degree in a technical field (preferred), or equivalent work
experience.
- Basic knowledge of Windows, macOS, Linux, and IBM i systems, including
experience in remote desktop, cloud, and virtualized environments.
- Foundational understanding of TCP, File Transfer Protocols, and DNS, with
troubleshooting knowledge in routing, firewalls, port management, and
connectivity.
- Strong problem-solving skills with a systematic approach to analyzing
technical issues.
- Excellent communication skills, especially over the phone, to guide customers
through troubleshooting steps.
- Ability to take initiative and work independently while also contributing
within a team environment.
- Previous experience in software support is a plus but not required—we
prioritize curiosity and a willingness to learn!
Desirable Skills
- Experience troubleshooting connectivity and networking issues related to
TCP/IP, DNS, and FTP.
- Familiarity with case management tools and customer support ticketing
systems.
- Exposure to cloud environments and virtualization platforms.
- Knowledge of security principles related to software and network
troubleshooting.
- Prior experience in customer-facing technical roles.
3446
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.
[https://helpsystemsllc.sharepoint.com/sites/marketing/Branding/Logos/fortra-logo-sky-blue-dusk-green.jpg?web=1]
Visit our website [https://www.fortra.com/about/careers] to learn more about why
employees choose to work for Fortra. Remember to connect with us on LinkedIn
[https://www.linkedin.com/company/fortra/mycompany/].
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.
