Sr Support Analyst (IBMi Power Systems Management)

4 Weeks ago • 4 Years + • $50,000 PA - $70,000 PA

Job Summary

Job Description

This position provides remote end-to-end Technical Support for customers for Fortra’s IBM I Halcyon Brand. The Senior Support Analyst will work remotely to provide specialized technical support, diagnosing issues, performing system analysis, collaborating with internal teams, and acting as a point of escalation. The role involves troubleshooting, analyzing systems, and providing timely resolutions to ensure customer satisfaction and operational success. This role also includes pre-sales and services activities, like conducting discovery meetings, presenting demonstrations, and delivering software implementations. The responsibilities include in-depth analysis, serving as a trusted advisor, setting up test environments, and developing internal support best practices.
Must have:
  • 4+ years of experience in technical support or a related role.
  • Strong understanding of system configurations and troubleshooting methodologies.
  • Excellent verbal and written communication skills.
  • Proficiency in diagnosing complex technical issues.
  • 2+ years of Fortra’s Halcyon suite experience.
  • IBM i platform experience including CL programming, security, Save/Restore experience, BRMS, and DB2 SQL
Good to have:
  • IBM AIX administration
  • Linux on Power/x86 administration
  • Windows Server Administration
Perks:
  • 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

Job Details

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

At Fortra, we’re breaking the attack chain. Ready to join us? 

This position provides remote end-to-end Technical Support for customers for Fortra’s IBM I Halcyon Brand. This position will grow into providing Sales Engineering activities, Implementation, and Training Services for the same Brand. The Senior Support Analyst will work remotely to provide highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra’s Halcyon solution. This role involves diagnosing issues, performing comprehensive system analysis, collaborating with internal teams, and acting as a point of escalation for complex or critical customer-reported problems. The Senior Support Analyst serves as a key customer contact from pre-sales to services, troubleshooting advanced technical issues, analyzing complex systems, and providing accurate and timely resolutions to ensure customer satisfaction and operational success.

WHAT YOU'LL DO

Support Responsibilities:

  • Conduct in-depth analysis of more complex or escalated issues with Fortra’s Halcyon solution based on customer system configurations, specifications, and reported problems to determine if the software is functioning properly according to documented specifications.
  • Serve 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 knowledge.
  • Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
  • Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.
  • Document discrepancies and collaborate with internal teams to develop and propose solutions.
  • Proactively contributes to the development of internal support best practices and documentation and stays updated on Fortra’s Halcyon solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided.

Pre-sales activities

  • Collaborate with sales representatives and work together on any activities with prospective customers.
  • Conduct discovery meetings to understand customer needs and articulate a solution that best addresses those needs.
  • Develop, present, and deliver high-impact demonstrations of the Halcyon Suite.
  • Execute proof of concept sessions with prospective customers, collaborating with the sales team.

Services activities

  • Deliver complex software implementation or training projects from contract acceptance through to go-live.
  • Guide customers through the best practice processes to help ensure successful adoption of solutions.
  • Configure and document software settings and deployment architecture to meet Fortra and customer requirements.
  • Resolve any identified issues or concerns related to the software implementation.

QUALIFICATIONS

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • 4+ years of experience in technical support, system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
  • Strong understanding of system configurations, software testing, and troubleshooting methodologies.
  • Proficiency in diagnosing complex technical issues and identifying root causes.
  • Excellent verbal and written communication skills, with the ability to clearly convey technical information to customers and internal teams.
  • Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
  • Demonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.
  • 2+ years of Fortra’s Halcyon suite experience
  • IBM i platform experience including CL programming, security, Save/Restore experience, BRMS, and DB2 SQL

Highly desired experience or a willingness to learn

  • IBM AIX administration
  • Linux on Power/x86 administration
  • Windows Server Administration

3330

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.  

As a full-time, exempt employee at Fortra, you’ll enjoy a comprehensive benefits package that includes:  

  • 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   

Check out some of the of the other benefits we offer that are focused on your holistic well-being and our Diversity, Equity, and Inclusion program. 
 

Compensation

$50,000 - $70,000 USD

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About The Company

At Fortra, we’re not just responding to cyber threats but anticipating them, planting obstacles, and breaking the attack chain. Fortra is a global cybersecurity company offering advanced offensive and defensive security solutions that deliver comprehensive protection across the cyber kill chain. Armed with a team of passionate experts driven by a shared purpose, we work together to empower our clients with the tools, intelligence, and expertise to safeguard what matters most. Fortra provides equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, disability, genetic information, status as a covered veteran, age, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected characteristic.
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