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Fortra

Support Analyst – IBMi

Fortra

. Conduct in-depth technical troubleshooting and analyze Fortra solutions against customer configurations, specifications, and reported issues .

Posted 10/15/2026full-timeRemote • United StatesJuniorMid-Level💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IBM i system analysis, technical troubleshooting, and customer support, with a strong ability to communicate technical information effectively. Proficient in collaborating with cross-functional teams to resolve complex issues and enhance product functionality.

Highest-signal resume keywords
IBM i System AnalysisTechnical TroubleshootingCustomer ServiceSoftware TestingDocumentation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
IBM i AdministrationSoftware InstallationsPTF ApplicationsNetworkingJob SchedulingWork ManagementRoot Cause AnalysisFeature Request DocumentationTechnical Support MethodologiesComplex Issue Diagnosis
Soft Skills
Excellent Communication SkillsProblem-Solving SkillsTeam CollaborationMentoringProactive Learning
Tools & Technologies
Technical Support ToolsTicketing SystemsEscalation Processes
Industry Keywords
Fortra SolutionsEnterprise Software SystemsCustomer-Facing RoleSupport Best Practices

About the role

Key responsibilities & impact
  • Conduct in-depth technical troubleshooting and analyze Fortra solutions against customer configurations, specifications, and reported issues
  • Serve as a trusted advisor to high-priority customers and communicate root causes and resolution steps
  • Set up, configure, and troubleshoot advanced test environments to replicate issues and validate functionality
  • Analyze product performance and behavior against intended functionality
  • Document discrepancies and collaborate with internal teams to develop and propose solutions
  • Support critical escalations, mentor or lead team members, and assist support leadership with escalation decisions
  • Gather requirements and submit comprehensive feature requests to the development team
  • Collaborate with support leadership, development, engineering, and product management
  • Provide end users with technical guidance and education
  • Contribute to internal support best practices and maintain senior-level expertise through self-directed learning
  • Create knowledge-base documentation, articles, and training materials

Requirements

What you’ll need
  • 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, focused on complex software troubleshooting and issue resolution
  • Strong understanding of IBM i system configurations, software testing, and troubleshooting 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 translate technical information clearly to customers and internal teams
  • Strong problem-solving skills and ability to work independently and collaboratively
  • 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 in a customer-facing role, providing exceptional customer service and leading key projects or initiatives
  • Evidence of proactive learning, professional development, or commitment to lifelong learning
  • Preferred: Experience with Fortra solutions or related industry products
  • Preferred: Familiarity with enterprise software systems and environments
  • Preferred: Prior experience documenting feature requests and collaborating with development teams

Benefits

Comp & perks
  • Competitive benefits and salaries
  • Personal and professional development opportunities
  • Flexibility
  • Health, dental, and vision coverage as of hire
  • Immediate enrollment in 401(k), HSA, and FSA plans
  • Flexible PTO policy
  • Tuition and personal enrichment reimbursement
  • Option to enroll in ID Theft Protection Program
  • Perks supporting holistic wellbeing
  • Culture that keeps employees connected and empowered to make an impact beyond the job