Sr. Support Analyst - IBMi Power Systems

Fortra•Canada-Ontario, ON

3d•CA$50,000 - CA$65,000

About The Position

The Senior Technical Support Analyst – IBM i Power Systems, Robot serves as a key customer contact, troubleshooting advanced technical issues, analyzing complex systems, and providing accurate, timely resolutions to ensure customer satisfaction and operational success. The Senior Technical Support Analyst provides highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra's Power (IBM i) solutions. 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. As a senior member of a collaborative support team, this role requires both strong teamwork and full ownership of assigned issues from initial intake through final resolution. In addition to their core responsibilities, the Senior Technical Support Analyst takes on a leadership role within the support team by mentoring junior team members, contributing to the development of best practices, and leading key initiatives. Candidates should demonstrate a proactive, growth oriented mindset and identify as lifelong learners committed to continually expanding their technical expertise.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
4+ years of experience in technical support, IBM i system analysis, or a related role, with a focus 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 clearly translate technical information to customers and internal teams.
Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
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 working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.
Evidence of proactive learning, professional development, or a self‑described commitment to lifelong learning.
Proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

Nice To Haves

Experience leading technical projects, mentoring peers, or contributing to the development of team best practices.
Experience with Fortra's Robot solutions (Schedule, Replay, Alert, HA, Network, Console, Save, Space, Monitor, Performance Navigator, etc.)
Familiarity with enterprise software systems and environments.
Prior experience in documenting feature requests and collaborating with development teams.

Responsibilities

Conduct 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 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.
When 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 escalations.
If 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 team.
Provide 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 needs.
Lead 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 challenges.
Proactively 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 expertise.
Contribute to knowledge base development by creating documentation, articles, or training materials for the broader support team.