​Fortra is hiring an Associate Support Analyst for an entry-level position focused on providing first-line technical support for their secure file transfer products. The ideal candidate is a self-starter with a strong desire to learn and develop problem-solving skills in a dynamic cybersecurity environment.

• ​Location: Remote, United States.
• ​Compensation: $45,000 – $65,000 USD (Annual Salary).
• ​Experience: Entry-level; Bachelor’s degree in a technical field preferred, or equivalent experience. Previous software support experience is a plus but not required.
• ​Focus: Triage and resolution of technical cases, troubleshooting secure file transfer connectivity, learning product configurations, and continuously enhancing technical expertise in networking and OS environments.

​What You’ll Do: Learning, Troubleshooting, and Communication

​The analyst’s primary duties center on technical investigation, effective customer communication, and internal collaboration.

• ​Learning and Growth: Develop a strong understanding of Fortra’s secure file transfer products, their configurations, and customer deployment models. Actively seek opportunities to expand technical knowledge of operating systems and networking.
• ​First-Line Support: Triage incoming support cases to assess urgency, troubleshoot effectively, and escalate when necessary.
• ​Investigation: Collect and analyze system data, identify potential causes, and resolve issues related to products, connectivity, and configurations.
• ​Communication: Engage with customers professionally via email, phone, and case management platforms to guide them through troubleshooting and provide timely solutions.
• ​Collaboration: Work closely with peers to share knowledge, resolve complex issues, and improve troubleshooting processes.

​Qualifications and Skills

• ​Aptitude: Strong desire to learn and grow in a technical support role. Strong problem-solving skills with a systematic approach.
• ​Technical Fundamentals: Basic knowledge of multiple operating systems: Windows, macOS, Linux, and IBM i systems.
• ​Networking: Foundational understanding of TCP, File Transfer Protocols (FTP), and DNS. Troubleshooting knowledge in routing, firewalls, port management, and connectivity is required.
• ​Environments: Experience in remote desktop, cloud, and virtualized environments is required.
• ​Soft Skills: Excellent communication skills, especially over the phone, and the ability to take initiative while collaborating within a team.