Technical Customer Support - Remote Eligible

Support Analyst

Join a passionate and collaborative team at the forefront of delivering exceptional technical support for Intelex, a leading platform in Environmental, Health, Safety, and Quality (EHSQ) management. As a Support Analyst, you'll play a key role in helping our customers succeed by resolving technical issues and ensuring a seamless user experience. If you're a problem-solver who thrives in a fast-paced environment and enjoys making a real impact, we'd love to meet you.

As a Support Analyst, you'll be the go-to expert for our customers, helping them get the most out of the Intelex platform. Your responsibilities will include:

• Managing a dynamic queue of customer support inquiries via our ticketing system, email, and phone.
• Diagnosing and resolving technical issues related to the Intelex software.
• Determining whether issues are system-related or user-related.
• Troubleshooting and debugging qualified system issues.
• Investigating root causes and documenting findings for our Research & Development and Quality Assurance teams.
• Ensuring timely resolution of customer issues in line with service level agreements (SLAs).
• Keeping customers informed on the status of their cases.
• Collaborating with cross-functional teams to deliver high-quality solutions.
• Continuously learning and applying knowledge of Intelex products and services.
• Identifying opportunities for product or process improvements based on customer feedback.
• Maintaining strong customer satisfaction and managing open/closed ticket volumes effectively.

Must-Have Skills & Experience:

• 1–3 years of experience in technical support, web applications, or quality assurance.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Solid understanding of web-based application architecture.
• Familiarity with object-oriented design principles.
• Degree or diploma in Computer Science, Information Systems, or equivalent experience.

Nice-to-Have Skills:

• Experience with ASP.NET, XML, JavaScript, SQL, or T-SQL.
• Knowledge of Microsoft Office, screen capture, and time-tracking tools.
• Understanding of Environmental, Health, Safety, or Quality (EHSQ) domains.
• Bilingualism is a plus.
• MCSE certification is an asset.

What You'll Get:

• Competitive salary and performance-based incentives
• Flexible work arrangements (remote/hybrid options)
• Generous paid time off and holidays
• Comprehensive health, dental, and vision insurance
• Professional development and training opportunities
• A collaborative, inclusive, and mission-driven work environment
• Opportunities to grow your career within a global organization

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients with unprecedented flexibility in managing, tracking and reporting on essential corporate information. Intelex software easily integrates with common ERP systems like SAP and PeopleSoft creating a seamless solution for enterprise-wide information management. Intelex's friendly, knowledgeable staff ensures our almost 1400 clients and over 3.5 million users from companies across the globe get the most out of our groundbreaking, user-friendly software solutions.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.