Technical Support Consultant I

This is a fully remote position, open to applicants in United States.

📋 Description

• Address escalated incidents and service requests through expert troubleshooting and technical analysis.

• Evaluate logs, configurations, APIs, integrations, authentication, and release changes to determine root causes and coordinate corrective measures.

• Replicate issues in testing or sandbox environments.

• Convert technical discoveries into actionable recommendations for diverse audiences.

• Provide updates on progress, impact, uncertainties, ownership, and next steps throughout the support lifecycle.

• Collaborate with Engineering and Product teams on defects, performance issues, compatibility challenges, and enhancements.

• Record investigations, decisions, and resolutions in support and knowledge management systems.

• Identify recurring problems and suggest enhancements to processes, documentation, monitoring, and reliability.

• Develop technical content and enhance Tier 1 support capabilities.

• Manage escalations until resolution or appropriate handoff.

• Gain proficiency across multiple assigned products, with primary responsibility for one.

• Participate in scheduled after-hours product support rotations.

• Resolve intricate issues through thorough investigation and teamwork.

• Enhance support processes, product reliability, and customer experience using recurring-issue analysis.

⛳️ Requirements

• Minimum of 3 years of experience in technical support, application support, product support, IT operations, or a related area.

• Proficiency in troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication technologies such as SAML and OAuth.

• Practical experience with browser developer tools, HAR files, API testing tools like Postman, and log analysis or monitoring platforms.

• Familiarity with incident, problem, and knowledge management practices.

• Strong analytical abilities combined with curiosity and determination to uncover root causes.

• Capability to communicate complex technical details clearly and credibly to both technical and non-technical audiences.

• Skill in adjusting technical depth and terminology without compromising accuracy.

• Consistent ownership, follow-through, judgment, and professionalism during escalations.

• Ability to collaborate across teams while ensuring accountability for subsequent actions.

• Preferred: experience in supporting Windows Server, IIS, networking and web fundamentals, Microsoft SQL Server, and identity platforms/directories like Auth0, Microsoft Entra ID, or Active Directory.

• Preferred: experience supporting SaaS and customer-managed on-premises applications and coordinating resolutions with Engineering, Cloud Operations, Professional Services, or customer IT teams.

🏝️ Benefits

• Comprehensive U.S. benefits including health and wellness coverage, life and disability insurance, retirement contributions, open paid time off, and a minimum of 10 paid holidays.

• Paid parental and bonding leave.

• Support for fertility and family planning.

• Assistance with adoption.

• Backup care services.

• Mental health programs.

• Financial wellness initiatives.

• Employee discount programs.

• Education assistance programs.

• Flexibility to work remotely or from a company office where available.

• Additional compensation for approved on-call shifts.

• Opportunities to develop transferable technical, customer support, and leadership skills and to pursue future roles within Fortive.

• Collaborative team environment.

• Equal opportunity employer with reasonable accommodations for applicants with disabilities.