Support Analyst (Guadalajara)

Support Analyst

The Technical Support Analyst serves as a key customer contact for troubleshooting technical issues, analyzing complex systems, and providing accurate and 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.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 2+ years of experience in technical support, system analysis, or a related role, with a focus on software troubleshooting.
• 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.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Experience working in a customer‑facing role, with a focus on providing exceptional customer service.
• Advanced English proficiency (conversational).

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.

Job Details

Tipo de puesto: Jornada completa, Por tiempo indeterminado

Sueldo: A partir de $25,****** al mes

Tipo de jornada: Lunes a viernes, Turno de 8 horas

Idioma: Inglés (Obligatorio)

Lugar de trabajo: remoto híbrido en Guadalajara, Jal.