Fortra · 20 hours ago
Support Analyst
United States
Full-time
Remote
Entry Level
1+ years expFortra is a company that values contributions from both experienced professionals and newcomers. The Support Analyst role involves assisting customers with the Automate product, focusing on diagnosing and resolving complex issues while ensuring high customer satisfaction.
ConsultingCyber SecurityTraining
Responsibilities
Provide world-class customer support via email, phone, and web portal, ensuring timely and accurate case handling
Troubleshoot issues related to Automate product installations, configurations, workflows, and integrations
Reproduce customer issues in test environments to identify root causes and recommend solutions
Document all case activities and resolutions in the ticketing system, maintaining clear and professional communication throughout the case lifecycle
Collaborate with internal teams (Development, Services, Sales) to escalate and resolve complex or systemic product issues
Identify opportunities to improve knowledge base articles, community forums, and product documentation
Participate in product, process, and skills training to maintain technical proficiency and remain current with new releases
Contribute to team metrics and service level goals, including response and resolution times
Support cross-team initiatives, including product testing, beta feedback, and release validation when assigned
Assist in developing and updating technical support documentation and internal troubleshooting guides
Recommend process or workflow improvements to enhance customer experience and operational efficiency
Participate in after-hours coverage rotation (as applicable)
Support onboarding of new team members by sharing best practices and contributing to internal training efforts
Represent the Technical Support department in internal collaboration projects or feedback sessions
Qualification
Required
Strong understanding of Windows Server and desktop environments
Basic familiarity with scripting or automation tools (e.g., PowerShell, batch files)
Working knowledge of relational databases (e.g., SQL Server), networking, and file transfer protocols (FTP/SFTP)
Exposure to cloud environments (Azure, AWS) is a plus
Excellent written and verbal communication with a customer-first mindset
Analytical problem-solving and critical thinking skills
Ability to work effectively under pressure while managing multiple priorities
Strong attention to detail and documentation accuracy
Team-oriented with a collaborative and continuous-learning attitude
Bachelor's degree in Computer Science, Information Technology, or related field is a plus, but hands on experience and passion for problem-solving matter most
1–2 years of experience in a software support, help desk, or systems administration role preferred
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.
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