Sr Support Analyst (IBMi Power Systems Management)

This position provides remote end-to-end Technical Support for customers for Fortra’s IBM I Halcyon Brand. This position will grow into providing Sales Engineering activities, Implementation, and Training Services for the same Brand. The Senior Support Analyst will work remotely to provide highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra’s Halcyon solution. 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. The Senior Support Analyst serves as a key customer contact from pre-sales to services, troubleshooting advanced technical issues, analyzing complex systems, and providing accurate and timely resolutions to ensure customer satisfaction and operational success.

WHAT YOU'LL DO

Support Responsibilities:

• Conduct in-depth analysis of more complex or escalated issues with Fortra’s Halcyon solution 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.
• Document discrepancies and collaborate with internal teams to develop and propose solutions.
• Proactively contributes to the development of internal support best practices and documentation and stays updated on Fortra’s Halcyon solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided.

Pre-sales activities

• Collaborate with sales representatives and work together on any activities with prospective customers.
• Conduct discovery meetings to understand customer needs and articulate a solution that best addresses those needs.
• Develop, present, and deliver high-impact demonstrations of the Halcyon Suite.
• Execute proof of concept sessions with prospective customers, collaborating with the sales team.

Services activities

• Deliver complex software implementation or training projects from contract acceptance through to go-live.
• Guide customers through the best practice processes to help ensure successful adoption of solutions.
• Configure and document software settings and deployment architecture to meet Fortra and customer requirements.
• Resolve any identified issues or concerns related to the software implementation.

QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 4+ years of experience in technical support, system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
• Strong understanding of system configurations, software testing, and troubleshooting methodologies.
• Proficiency in diagnosing complex technical issues and identifying root causes.
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to customers and internal teams.
• Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
• Demonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.
• 2+ years of Fortra’s Halcyon suite experience
• IBM i platform experience including CL programming, security, Save/Restore experience, BRMS, and DB2 SQL

Highly desired experience or a willingness to learn

• IBM AIX administration
• Linux on Power/x86 administration
• Windows Server Administration

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