Technical Support Consultant I

Fortive•Austin, TX

About The Position

The Technical Support Consultant I (Tier 2 Support) resolves complex product and application issues through advanced troubleshooting, technical analysis, and clear communication. The role supports end users, system administrators, contractors, engineers, internal stakeholders, and senior leaders, while building technical expertise and contributing to operational improvements. The consultant investigates escalated incidents and service requests, identifies root causes, coordinates corrective actions, and communicates progress, impact, ownership, and next steps throughout the support lifecycle. The position partners with Engineering and Product, documents investigations and resolutions, develops technical content, strengthens Tier 1 support capabilities, and recommends improvements based on recurring issues. The consultant builds proficiency across assigned products, with primary ownership of one product and flexibility to support others as business needs evolve. Scheduled after-hours support rotations are required as needed, with additional pay for approved on-call shifts.

Requirements

At least 3 years of experience in technical support, application support, product support, IT operations, or a related field.
Experience troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication technologies such as SAML and OAuth.
Hands-on experience with browser developer tools, HAR files, API testing tools such as Postman, and log analysis or monitoring platforms.
Working knowledge of incident, problem, and knowledge management practices.
Strong analytical skills and curiosity and persistence in finding root causes.
Ability to explain complex technical information clearly and credibly to technical and non-technical audiences.
Ability to adjust technical depth and terminology without sacrificing accuracy.
Consistent ownership, follow-through, judgment, and professionalism during escalations.
Ability to collaborate across teams while maintaining accountability for next steps.

Nice To Haves

Experience supporting applications on Windows Server, including services, permissions, event logs, patching, and server configuration.
Working knowledge of IIS, including application pools, bindings, authentication settings, SSL certificates, and common HTTP errors.
Knowledge of networking and web fundamentals, including DNS, ports, firewalls, proxies, HTTP/S, and TLS certificates.
Experience troubleshooting Microsoft SQL Server using queries, logs, connection settings, permissions, and performance indicators.
Familiarity with identity platforms and directories such as Auth0, Microsoft Entra ID, or Active Directory.
Experience supporting SaaS and customer-managed on-premises applications and coordinating resolution with Engineering, Cloud Operations, Professional Services, or customer IT teams.

Responsibilities

Resolve escalated incidents and service requests through advanced troubleshooting and technical analysis.
Analyze logs, configurations, APIs, integrations, authentication, and release changes to identify root causes and coordinate resolution.
Reproduce issues in test or sandbox environments to validate behavior and accelerate resolution.
Translate technical findings into clear, actionable guidance for audiences with different levels of expertise.
Communicate progress, impact, uncertainty, ownership, and next steps throughout the support lifecycle.
Partner with Engineering and Product on defects, performance issues, compatibility concerns, and enhancements.
Document investigations, decisions, and resolutions in support and knowledge systems.
Identify recurring issues and recommend improvements to processes, documentation, monitoring, and reliability.
Create technical content and help strengthen Tier 1 support capabilities.
Manage escalations with calm, credible communication and ownership through resolution or appropriate handoff.
Build proficiency across multiple assigned products, with primary ownership of one and flexibility to support others as business needs evolve.
Participate in scheduled after-hours product support rotations as required.

Benefits

Health and wellness coverage
Life and disability insurance
Retirement contributions
Open paid time off
At least 10 paid holidays
Paid parental and bonding leave
Fertility and family-planning support
Adoption assistance
Backup care
Mental-health programs
Financial-wellness programs
Employee discounts
Education-assistance programs
Additional pay for approved on-call shifts
Opportunities to build transferable technical, customer-support, and leadership skills and pursue future roles across Fortive