Fortra · 2 weeks ago
Sr. Support Analyst
United States
Full-time
Remote
Mid, Senior Level
$50K/yr - $70K/yrFortra is a company that values contributions from both experienced professionals and newcomers. They are seeking a Sr. Support Analyst who will provide world-class support to customers by managing inquiries and troubleshooting complex problems related to their products.
ConsultingCyber SecurityTraining
Responsibilities
Provide triage support for several products in the Fortra portfolio to eliminate wait time and provide the best customer experience possible
Take ownership of each customer request and manage their expectations to ensure timely resolution
Listen to customer concerns to determine the source and various components of the issue
Collect and review system data and analyze for known issues
Collaborate with team members on problem identification, analysis, and resolution
Act as a face of the company to customers and represent its products in a professional manner
Consult with customers to facilitate changes for best practices
Work with management and team to inform them of customer issues requiring special attention
Conduct product demonstrations with customers and assist in presenting in training sessions
Initiate improvements for products and documentation while constantly developing greater depth and understanding of products
Act as a mentor for less experienced team members and assist with documentation review
Qualification
Required
Bachelor's degree in a technical field is preferred. Equivalent work experience is considered
Previous software support experience required; proprietary software support experience preferred
Strong problem solving and communication skills (especially over the phone)
Strong collaborator with ability to work within a team setting
Ability to work successfully with customers to provide problem resolution and complete required documentation
Benefits
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
Company
Fortra
Fortra provides product training, product services, managed services, and consulting services.
Founded in 1982
1001-5000 employees
H1B Sponsorship
Fortra has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (5)
2023 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2021-05-06Private Equity
2015-08-18Acquired
Leadership Team
Kate Bolseth
CEO
Justin "JR" Ritchie
Deputy Chief Financial Officer
Recent News
2025-10-30
Company data provided by crunchbase