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Added 6 mins ago
Systems Analyst I
Paladin Technologies
Toronto, ON
Full-time
The Systems Analyst I is responsible for troubleshooting technical issues, supporting system upgrades and integrations, maintaining documentation, and contributing to automation and…
Added 6 mins ago
HSE Administrator & Reception
Gemini Machine Works Inc.
AB · Edmonton, AB
Full-time
Confirming receipt of material and system input.
Added 6 mins ago
Business Analyst Co-op
Teck Resources Limited
Vancouver, BC · Greater Vancouver, BC
$4,108 to $5,183 CAD / month
Full-time
…process improvements aligned with our Management Operating System. This role is ideal for someone who is strategic by nature, analytically inclined, detail-oriented, and passionate about…
Added 20 mins ago
Wealth Experience Associate
ATB
Calgary, AB
Full-time
The Wealth Experience Associate (WEA) acts as the administration manager, ensuring proactive administrative support services to the Financial Advisors in the delivery of client investment…
Added 36 mins ago
Park Clerk
Government of Manitoba
Swan River, MB
Full-time
Coordinate office administration, including supplies, filing, and deposits.
Added 36 mins ago
Human Resources Analyst
Michael Garron Hospital
Toronto, ON
Full-time
Human Resources (HR) Analyst will support the implementation of a new HR and Payroll system. The
Added 36 mins ago
Prod Srvc Lead, Client Technology Support– Salesforce CRM
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Toronto, ON
Full-time
Delivery Best-in-class service by providing maximum level of system stability of production environments, reduce cost of application support through efficiency and automation, front-to-back…
Added 50 mins ago
Technical Analyst, Database
Michael Garron Hospital
Toronto, ON
Full-time
…infrastructure. Accountabilities of this position includes the administration and support of specific systems, environments, and infrastructure; and supporting departmental and organization…
Added 50 mins ago
Senior Infrastructure Engineer (Linux & Cloud Automation)
Manx Telecom Enterprise
Permanent North American Gaeltacht, ON
Full-time
This is a demanding, hands-on engineering role requiring strong proficiency in Linux administration, automation tooling, Microsoft Azure, and DevOps practices.
Added 50 mins ago
Director - YourHealthNS
Nova Scotia Health Authority
Bedford, NS
Full-time
Contributes to overall IMIT leadership by providing organizational direction, leadership coverage, and 24/7 executive support during critical system outages and incidents
Added 50 mins ago
Sales Support Specialist
Insight Global
Calgary, AB
$30 to $36 CAD / hour
Contract
◦ Engage with divisions to gather feedback on the system and gauge how they are maximizing their value.
Added 1 hour ago
Lodge Manager, Adamants
CMH Heli-Skiing & Summer Adventures
BC · British Columbia, Canada
Full-time
…remote, team focused environment. Key responsibilities include administration, budgeting, people management, recruitment, and inventory control. The Lodge Manager will be a people focused…
Added 1 hour ago
Inventory Control / Quality Assurance Specialist
Rexel Canada
Delta, BC
$60,000 to $75,000 CAD / year
Full-time
…Inventory Control / QA Specialist reporting to the Regional DC Administration Manager will be responsible for inventory integrity and quality assurance activities throughout the warehouse…
Added 1 hour ago
Governance Learning Coordinator
BC College of Nurses and Midwives
Vancouver, BC
Full-time
BCCNM is committed to working with Indigenous Peoples and health system partners to support Indigenous-specific anti-racist practices in the health system. As the largest health regulator…
Added 2 hours ago
2600002549 - Qualify Lead Healthy Aging
Lakeridge Health
Oshawa, ON
Internship
…sites across the Durham Region. Guided by our vision of One System. Best Health. and supported by a dedicated team of nearly 9,000 staff, physicians, and volunteers, Lakeridge Health is a…
Added 2 hours ago
IT Site Manager - Infrastructure & Operations
STERIS
Quebec, QC
Full-time
Lead the implementation of major IT initiatives, including system upgrades, new technology deployments, facility expansions, and relocation projects.
Added 2 hours ago
Junior to Intermediate IT Business Analyst
Powerex
Vancouver, BC
Full-time
…documenting business requirements. You will also contribute to system testing and…
Added 2 hours ago
IT and Cybersecurity Services Lead
Durham Community Health Centre
Oshawa, ON
Full-time
Assist with business continuity, disaster recovery preparedness, system restoration testing, and tabletop exercises
Added 2 hours ago
General Repair Technician III - Static
BGIS
Quebec, QC
Full-time
Monitors assigned facility by conducting facility walkthroughs for mechanical, electrical, and other equipment system monitoring and inspection.
Added 2 hours ago
Dental Administrator - Dental Studio - Mississauga Rd.
123Dentist
Brampton, ON
$25 to $27 CAD / hour
Full-time
Completion of a Dental Administration Program/Certificate
Added 2 hours ago
Warehouse Process and Systems Specialist
NAPA Canada
Moncton, NB
Full-time
…operations. You will be responsible for identifying and correcting system related anomalies and ensuring that the WMS meets operational needs (routing, location, maintenance, slotting) of…
Added 2 hours ago
Specialist / Senior Specialist / Lead Specialist - Plant Maintenance Support (Refinery)
Parkland Corporation
Burnaby, BC
Full-time
…Maintenance Support Specialist performs SAP EAM/Plant Maintenance administration, equipment master data management, inspection and preventive maintenance scheduling, end-user technical…
Added 2 hours ago
Specialist / Senior Specialist / Lead Specialist - Plant Maintenance Support (Refinery)
Parkland Corporation
Burnaby, BC
Full-time
…Maintenance Support Specialist performs SAP EAM/Plant Maintenance administration, equipment master data management, inspection and preventive maintenance scheduling, end-user technical…
Added 2 hours ago
Assistant Controller/Senior Finance Manager
Ramudden Global North America
Whitchurch-Stouffville, ON
Full-time
…transformation initiatives, including the implementation of a new ERP system planned for Q1…
Added 2 hours ago
General Repair Technician III
BGIS
Ottawa, ON
Full-time
Monitors assigned facility by conducting facility walkthroughs for mechanical, electrical, and other equipment system monitoring and inspection.

Fortra

Support Analyst

Canada

Pay: Compensation: C$70,000.00 - C$80,000.00
Job type: Full-time
Experience: 2+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
Posting language: English
Posted: Sep 25, 2026

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Original job description

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!

The Technical Support Analyst - IBM i serves as a key customer contact for troubleshooting technical issues, analyzing complex systems, and providing accurate, timely resolutions to ensure customer satisfaction and operational success. The Technical Support Analyst provides highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra's solutions. This role involves diagnosing issues, performing comprehensive system analysis, and collaborating with internal teams to resolve customer-reported problems.

What You'll Do

Technical Troubleshooting: Conduct in-depth analysis of Fortra's solutions based on customer system configurations, specifications, and reported issues to determine if the software is functioning properly per documented specifications.
Customer Communication: 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.
Environment Configuration: Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
System Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.
Issue Escalation: When software does not function as designed, not only document the discrepancy but also collaborate with internal teams to develop and propose solutions. For critical customer issues, work closely with support leadership and act as a mentor or lead for other team members during the escalation process. When needed, serve as an additional escalation point for high-severity or critical customer issues and assist support leadership with decision-making on escalations.
Feature Request Documentation: If the solution is functioning as designed but additional functionality is required by the customer, oversee the gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements to the development team.
Collaboration: Work closely with cross-functional teams, including support leadership, development, engineering, and product management, to ensure effective resolution of issues and communication of customer needs.
Customer Education: Provide end users with guidance and technical education to resolve knowledge-related issues, ensuring they are able to fully utilize the solution's capabilities.
Continuous Improvement: Proactively contribute to the development of internal support best practices and stay updated on Fortra's solutions, industry best practices, and evolving customer needs to continuously improve the quality of support provided. Demonstrate initiative in self‑directed learning and skill development to maintain senior‑level expertise.
Content Development: Contribute to knowledge base development by creating documentation, articles, or training materials for the broader support team.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
2+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
Strong understanding of IBM i system configurations, software testing, and troubleshooting methodologies.
IBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks.
Proficiency in diagnosing complex technical issues and identifying root causes.
Excellent verbal and written communication skills, with the ability to clearly translate technical information to customers and internal teams.
Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
Demonstrated ability to own issues from start to finish while working effectively within a team environment.
Familiarity with technical support tools, ticketing systems, and escalation processes.
Demonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.
Evidence of proactive learning, professional development, or a self‑described commitment to lifelong learning.

Preferred Qualifications

Experience with Fortra solutions or related industry products.
Familiarity with enterprise software systems and environments.
Prior experience in documenting feature requests and collaborating with development teams.

Compensation: C$70,000.00 - C$80,000.00

At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

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.

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More about this job

Responsibilities

Diagnose complex IBM i and Fortra software issues, reproduce customer environments, analyze system behavior, and guide customers toward timely resolutions. Escalate critical issues and collaborate with support, development, engineering, and product teams while documenting feature requests and creating support knowledge materials.

Requirements

Requires a bachelor's degree in computer science, information technology, or a related field, or equivalent experience, and at least two years of relevant technical support or IBM i experience. Candidates should have IBM i administration and troubleshooting expertise, strong customer communication and problem-solving skills, and the ability to own issues through resolution.

Skills

Technical Troubleshooting
IBM i System Administration
System Analysis
Software Testing
Root Cause Analysis
Customer Communication
Customer Education
Environment Configuration
Issue Escalation
Feature Request Documentation
Cross-Functional Collaboration
Knowledge Base Development
Problem-Solving
Networking
Journaling
Job Scheduling

Benefits

Competitive Benefits
Competitive Salaries
Personal and Professional Development Opportunities
Flexibility

Visa sponsorship

Not detected in the job text

Keywords

IBM i
Fortra Solutions
Technical Support
System Administration
System Configurations
Software Testing
Technical Troubleshooting
Root Cause Analysis
Software Installations
PTF Applications
Networking
Journaling
Job Scheduling
Work Management
Customer Service
Ticketing Systems
Escalation Processes
Enterprise Software
Feature Requests
Product Enhancements
Knowledge Base
Technical Documentation
System Analysis
Environment Configuration
Cross-Functional Collaboration

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