Support Analyst – IBMi

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Perform thorough technical troubleshooting and evaluate Fortra solutions in relation to customer configurations, specifications, and reported issues.

• Act as a reliable advisor for high-priority customers, communicating root causes and the steps to resolution.

• Establish, configure, and troubleshoot sophisticated test environments to replicate issues and confirm functionality.

• Assess product performance and behavior against intended functionalities.

• Record discrepancies and collaborate with internal teams to devise and propose solutions.

• Assist with critical escalations, guide or mentor team members, and support leadership in escalation decisions.

• Collect requirements and provide detailed feature requests to the development team.

• Work together with support leadership, development, engineering, and product management.

• Offer technical guidance and education to end users.

• Contribute to internal support best practices and maintain senior-level expertise through self-directed learning.

• Develop knowledge-base documentation, articles, and training materials.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.

• 2+ years of experience in technical support, IBM i system analysis, or similar roles, with a focus on complex software troubleshooting and issue resolution.

• Strong knowledge of IBM i system configurations, software testing, and troubleshooting methodologies.

• Experience in IBM i administration, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks.

• Ability to diagnose complex technical issues and determine root causes.

• Exceptional verbal and written communication skills, with the capacity to clearly convey technical information to customers and internal teams.

• Strong problem-solving abilities and capacity to work both independently and collaboratively.

• Proven ability to take ownership of issues from inception to resolution while effectively collaborating within a team environment.

• Familiarity with technical support tools, ticketing systems, and escalation processes.

• Demonstrated experience in a customer-facing capacity, providing outstanding customer service and leading significant projects or initiatives.

• Evidence of proactive learning, professional development, or a commitment to lifelong learning.

• Preferred: Experience with Fortra solutions or related industry products.

• Preferred: Familiarity with enterprise software systems and environments.

• Preferred: Previous experience documenting feature requests and collaborating with development teams.

🏝️ Benefits

• Competitive benefits and salaries.

• Opportunities for personal and professional development.

• Flexibility in work arrangements.

• Health, dental, and vision coverage starting from hire date.

• 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.

• Perks that support holistic wellbeing.

• A culture that fosters employee connection and empowers them to make an impact beyond their roles.