Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
At Fortra, we’re breaking the attack chain. Ready to join us?
This entry-level position is ideal for individuals eager to learn, take initiative, and develop technical and problem-solving skills in a dynamic support environment. As an Associate Support Analyst, you will assist customers in troubleshooting technical challenges while continuously expanding your knowledge of our products, customer deployments, and various configurations.
We are looking for self-starters who enjoy problem-solving, exploring new technologies, and collaborating with a team to deliver exceptional customer support. This role offers a growth pathway into advanced support engineering and other technical roles within Fortra.
WHAT YOU'LL DO
- Learn and Explore – Develop a strong understanding of Fortra’s secure file transfer products, including their configurations and customer deployment models. Actively seek opportunities to expand your technical knowledge.
- Provide First-Line Support – Triage incoming support cases to assess urgency, troubleshoot effectively, and escalate when necessary.
- Communicate Clearly – Engage with customers via email, phone, and case management platforms to provide timely, professional responses and solutions.
- Investigate and Troubleshoot – Collect and analyze system data, identify potential causes, and resolve issues related to Fortra products, connectivity, and configurations.
- Collaborate with Peers – Work closely with other support analysts and engineers to share knowledge, resolve complex issues, and improve troubleshooting processes.
- Represent Fortra Professionally – Act as the face of the company by setting clear expectations, delivering quality service, and maintaining strong customer relationships.
- Enhance Technical Expertise – Continuously develop your understanding of operating systems, networking, and software applications to improve problem-solving efficiency.
QUALIFICATIONS
- Strong desire to learn and grow in a technical support role.
- Bachelor's degree in a technical field (preferred), or equivalent work experience.
- Basic knowledge of Windows, macOS, Linux, and IBM i systems, including experience in remote desktop, cloud, and virtualized environments.
- Foundational understanding of TCP, File Transfer Protocols, and DNS, with troubleshooting knowledge in routing, firewalls, port management, and connectivity.
- Strong problem-solving skills with a systematic approach to analyzing technical issues.
- Excellent communication skills, especially over the phone, to guide customers through troubleshooting steps.
- Ability to take initiative and work independently while also contributing within a team environment.
- Previous experience in software support is a plus but not required—we prioritize curiosity and a willingness to learn!
Desirable Skills
- Experience troubleshooting connectivity and networking issues related to TCP/IP, DNS, and FTP.
- Familiarity with case management tools and customer support ticketing systems.
- Exposure to cloud environments and virtualization platforms.
- Knowledge of security principles related to software and network troubleshooting.
- Prior experience in customer-facing technical roles.
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Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.
Top Skills
What We Do
HelpSystems has long been known for helping organizations become more secure and autonomous. However, over the years, our customers have shared with us that it has gotten harder and harder to protect their data. As technology plays an increasingly important role in the way organizations operate, cyberthreats are evolving to become more powerful than ever before. If there's one thing we've learned from being in an industry where the only constant is change, it's that being adaptable is the best way to grow in the right direction. So we've listened to our customers' concerns, problem-solved, and delivered with impressive results. Consequently, we're a different company today — one that is tackling cybersecurity head-on.
That's why HelpSystems is now Fortra, your cybersecurity ally. We're bringing the same people-first support and best-in-class portfolio that you've come to expect from HelpSystems, only now we're unified through the mission of providing solutions to organizations' seemingly unsolvable cybersecurity problems. We offer leading solutions like data security, infrastructure protection, managed services, and threat research and intelligence. Throughout every step of our customers' journeys, our experts are determined to help increase security maturity while decreasing the operational burden that comes with it. Because our team puts the same level of care into protecting our customers' peace of mind as their precious data.
We're driven by the belief that nothing is unsolvable.
We're tenacious in our pursuit of a better future for cybersecurity.
We are Fortra.
Why Work With Us
At Fortra, we’re all about people. Employees choose to work for Fortra and experience years of career enjoyment for a number of reasons, including their respect for one another and their ability to positively impact the business trajectory and its future.
