[Remote] Sr. Support Analyst - IBMi Power Systems

Note: The job is a remote job and is open to candidates in USA. Fortra is a company focused on providing innovative solutions, and they are seeking a Senior Technical Support Analyst for IBM i Power Systems. This role involves troubleshooting advanced technical issues, providing specialized support to customers, and mentoring junior team members while ensuring high levels of customer satisfaction.ResponsibilitiesConduct in-depth analysis of more complex or escalated issues with Fortra's solutions based on customer system configurations, specifications, and reported problems to determine if the software is functioning properly according to documented specificationsServe as a trusted advisor to high-priority customers, communicating effectively to ensure they understand the root cause of the problem and the steps being taken to resolve it. Continue to offer technical knowledge where appropriate to address gaps in user knowledgeSet up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionalityAnalyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionalityWhen software does not function as designed, not only document the discrepancy but also collaborate with internal teams to develop and propose solutions. For critical customer issues, work closely with support leadership and act as a mentor or lead for other team members during the escalation process. When needed, serve as an additional escalation point for high-severity or critical customer issues, and assist support leadership in decision-making for escalationsIf the solution is functioning as designed but additional functionality is required by the customer, oversee the gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements to the development teamProvide guidance and mentorship to junior analysts, fostering knowledge sharing and professional development. Continue working closely with cross-functional teams to ensure effective issue resolution and communication of customer needsLead training or knowledge-sharing sessions for both customers and internal team members to ensure customers fully utilize Fortra's Robot solutions and internal teams are equipped to address customer challengesProactively contribute to the development of internal support best practices and stay updated on Fortra's solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided. Demonstrate initiative in self‑directed learning and skill development to maintain senior‑level expertiseContribute to knowledge base development by creating documentation, articles, or training materials for the broader support teamSkillsBachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience4+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolutionStrong understanding of IBM i system configurations, software testing, and troubleshooting methodologiesIBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasksProficiency in diagnosing complex technical issues and identifying root causesExcellent verbal and written communication skills, with the ability to clearly translate technical information to customers and internal teamsStrong problem-solving skills and the ability to work independently and collaboratively to resolve issuesDemonstrated ability to own issues from start to finish while working effectively within a team environmentFamiliarity with technical support tools, ticketing systems, and escalation processesDemonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiativesEvidence of proactive learning, professional development, or a self‑described commitment to lifelong learningExperience leading technical projects, mentoring peers, or contributing to the development of team best practicesExperience with Fortra's Robot solutions (Schedule, Replay, Alert, HA, Network, Console, Save, Space, Monitor, Performance Navigator, etc.)Familiarity with enterprise software systems and environmentsPrior experience in documenting feature requests and collaborating with development teamsBenefitsHealth, dental, and vision coverage as of hireImmediate enrollment in 401(k), HSA, and FSA plansFlexible PTO policyTuition and personal enrichment reimbursementOption to enroll in ID Theft Protection ProgramCompany OverviewFortra delivers AI-amplified cybersecurity solutions that help organizations use and protect data with confidence. It was founded in 1982, and is headquartered in Eden Prairie, Minnesota, US, with a workforce of 1001-5000 employees. Its website is https://www.fortra.com/.Company H1B SponsorshipFortra has a track record of offering H1B sponsorships, with 1 in 2026, 9 in 2025, 5 in 2024, 1 in 2023. Please note that this does not guarantee sponsorship for this specific role.