Technical Support Analyst
About the job
- English proficiency
- 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role
- Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management
- Experience using Zendesk or similar ticketing/support platforms to manage customer issues, ticket queues, SLAs, and support communications
- Ability to troubleshoot across diverse product areas including API CRUD operations, payment workflows, FSM activity, reporting/data delivery, user access, configuration, file processing, and system behavior
- Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
- Ability to conduct customer-facing meetings, gather requirements, explain findings, and drive issues toward resolution
- Strong documentation skills with the ability to create repeatable knowledge articles, troubleshooting guides, internal notes, and escalation summaries
- Analytical mindset with the ability to identify trends, patterns, repeat issues, and potential product or process gaps
- Ability to prioritize and manage multiple active support cases simultaneously across different product areas
- Collaborative mindset with the ability to work across Support, Professional Services, Customer Success, Product, Engineering, and Management teams
- Receive, triage, and manage assigned technical support tickets through Zendesk for ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related platform services
- Monitor assigned ticket queues, prioritize inbound requests as directed by Support Queue owner, and ensure timely updates are provided to customers, internal stakeholders, and management
- Troubleshoot customer-reported issues using available documentation, API swagger documentation, product knowledge, system tools, logs, support history, and internal knowledge resources
- Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation
- Communicate directly with customers via email and meetings to clarify issues, provide status updates, explain next steps, and guide them through resolution where applicable
- Advise customers and internal teams on product updates, known issues, configuration changes, process changes, and recommended troubleshooting steps
- Collaborate with ServiceChannel Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues
- Escalate defects, system errors, recurring failures, and product gaps to Engineering or Product teams with clear documentation, supporting evidence, business impact, and reproduction steps
- Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation for ServiceChannel team members
- Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other product support cases to help management understand recurring issues, customer impact, and potential process improvements
- Document issue details, customer communications, resolution steps, root cause, and escalation history clearly within Zendesk, Jira, Confluence, or other applicable systems
- Maintain SLA response and resolution targets while balancing multiple support cases across different product areas
- Recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents
About the company
Fortive makes measurement instruments, workplace safety systems and healthcare equipment for industrial technicians, facility managers and hospitals. Its operating companies include Fluke, whose test tools support electrical maintenance, and Advanced Sterilization Products, which builds systems for sterilizing medical instruments. Its software tracks assets and clinical workflows, while its hardware measures equipment conditions and protects workers; customers pay for instruments, consumables, services and software subscriptions. Founded as an independent company in 2016 after separating from Danaher, Fortive is headquartered in Everett, Washington.
Company Size
10,001+
Company Stage
IPO
Headquarters
Everett, Washington
Founded
2016
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Simplify's Take
What believers are saying
- Demand is expanding: Fortive reported 6.7% core revenue growth for continuing operations in July 2026.
- Career development crosses businesses: Fortive Ignite participants complete three-month assignments at another operating company with executive coaching.
- Eligible U.S. parents get paid time: Fortive lists 12 weeks of fully paid parental and bonding leave.
What critics are saying
- Staff face restructuring: February 2026 filings extended Fortive's workforce reduction plan through the second half of 2026.
- Healthcare development carries approval work: Fortive must assess significant device changes for additional FDA clearance.
- Workplace flexibility depends on the job: Fortive's teams and roles determine remote, hybrid or on-site arrangements.
What makes Fortive unique
- Fortive spreads operating methods across businesses: a dedicated FBS office connects teams through regular cross-company summits.
- Facilities software comes with contractors: Fortive's ServiceChannel marketplace lists over 70,000 providers.
- Construction estimates draw on researched costs: Fortive's Gordian supplies RSMeans material, labor and equipment prices.
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Benefits
Remote Work Options
Professional Development Budget
Growth & Insights and Company News
6 month growth
-17%1 year growth
-17%2 year growth
-17%Fortive appoints financial executive Susan Main to Board of Directors. * September 11, 2026 Fortive Corporation announced the strategic appointment of Susan L. Main to its Board of Directors today. Consequently, this executive move expands the governing board from eight to nine total members. Furthermore, the company concurrently named Main as a key member of its Audit Committee. Main brings decades of corporate leadership, operational financial expertise, and regulatory oversight experience. Shar Dubey, Chair of the Board, said, "Sue brings deep financial and operational expertise, an independent perspective, and a strong track record of oversight as a public company director. Her extensive leadership experience and her commitment to strong governance will be invaluable as the Board oversees Fortive's operations, financial reporting, and risk management." Most recently, Main served as Senior Vice President and Chief Financial Officer at Teledyne Technologies Incorporated. She directed global finance, financial reporting, compliance, and risk management between 2012 and 2023. Before that, she served as Vice President and Controller at Teledyne from 2004 to 2012. Earlier in her career, Main held executive finance positions at Water Pik Technologies. Additionally, she managed audit roles at Allegheny Teledyne and Hughes Aircraft Company. Fortive has a lot of administrative experience, giving it a great deal of control over industrial technology. Broad industrial technology leadership strengthens growth strategy. In addition to her corporate roles, Main serves on the board of major public enterprises in governance capacities. She is currently a member of the Board of Directors of Allegion plc. She is a distinguished chair of the Audit and Finance Committee. Moreover, she acts as Lead Director for Ashland Inc., serving on two critical committees. Previously, she served as a valued director at Garrett Motion Inc. Main holds an accounting degree from California State University, Fullerton. Olumide Soroye, Fortive's President and Chief Executive Officer, said, "We are pleased to welcome Sue to our Board. Her accomplishments as both an executive and a director, together with her extensive experience in industrial technology, will make her a valuable voice on the Board and the Audit Committee as we progress our Fortive Accelerated strategy." Meanwhile, Fortive continues executing its core growth roadmap across industrial sectors. Therefore, adding seasoned financial leaders reinforces Fortive and its long-term enterprise value creation. For more stories on executive leadership and business innovations, explore its CXO Insiders for the latest updates.
Fortive Corporation has appointed Susan Main to its board of directors, effective 9 September 2026, expanding the board from eight to nine members. Main will also serve on the Audit Committee. Main most recently served as senior vice president and chief financial officer of Teledyne Technologies from 2012 to 2023, where she led global finance operations and supported the company's growth strategy. She currently serves on the boards of Allegion and Ashland Inc. Board chair Shar Dubey highlighted Main's financial and operational expertise and public company director experience. Chief executive Olumide Soroye said her background in industrial technology would support Fortive's Accelerated strategy. Fortive is an Everett, Washington-based company that develops essential technologies across intelligent operating solutions and advanced healthcare solutions segments.
Dana Duman joins Fortive as Vice President, Global Talent Acquisition. September 10, 2026 Dana Duman has joined Fortive as Vice President, Global Talent Acquisition, taking on a senior leadership role focused on strengthening the company's global talent acquisition function as it enters its next phase of growth. Duman brings approximately 20 years of experience across global talent acquisition, recruiting operations, workforce strategy, employer branding, analytics, technology and AI-enabled recruiting. Her career has focused on building and scaling talent acquisition organisations, improving recruiting operations and developing strategies aligned with broader business and workforce priorities. Before joining Fortive, Duman served as Head of Global Talent Acquisition at Avalara. She joined Avalara in 2024 as Director of Global TA Programs and Operations before taking on the global talent acquisition leadership role. During her time at the company, she was responsible for global talent acquisition initiatives and worked with teams across the organisation to strengthen recruiting operations and capabilities. Duman's experience at Avalara included work on talent acquisition processes, recruiting technology, data-driven strategies and operational improvements. Her leadership also extended to building strong talent acquisition teams and supporting hiring programmes across different functions and markets. Public posts from her time at Avalara show her involvement in recognising and developing members of the company's global talent acquisition organisation. Prior to Avalara, Duman spent more than four years at Western Union, where she served as Head of Global Talent Acquisition Enablement, Technology and Agile Recruiting. Her responsibilities covered areas including talent acquisition enablement, executive recruitment, employer branding and technology integration. She also held a leadership role at Paradox as Talent Acquisition Solutions Architect Leader for Global Enterprise. Earlier in her career, Duman served as Senior Director of Talent Acquisition at WOW! Internet, Cable & Phone and as Director of Talent Acquisition at Aimco. These roles added experience in building talent acquisition functions, recruitment operations and employer-branding initiatives to her professional background. At Fortive, Duman will lead the company's global Talent Acquisition function. Her mandate will include building a modern, high-performing talent acquisition organisation and strengthening the experience of candidates, hiring leaders and the wider business. Her appointment comes with experience in the use of technology and data to modernise recruiting operations. Duman's career has included work across recruiting technology, analytics, workforce strategy and agile recruiting, areas that have increasingly become part of how global organisations approach talent acquisition. Duman's move to Fortive follows her departure from Avalara, where she recently marked the end of her tenure. In a LinkedIn post, she described her time at Avalara as a chapter she was grateful for and highlighted the people, collaboration and work involved during her tenure. She said she was looking forward to an exciting new chapter after taking some time to recharge with her family. With her appointment as Vice President, Global Talent Acquisition, Duman will now oversee Fortive's global talent acquisition efforts, bringing nearly two decades of experience across recruiting leadership, technology, workforce strategy and organisational talent programmes to the role. - Advertisement -
Fortive subsidiary Fluke has launched CalStudio Conduit, a no-code workflow and integration platform for calibration laboratories. The tool automates lab workflows and connects existing systems without custom coding, targeting improved data handling across equipment, software, and quality systems. The launch supports Fortive's strategy to increase its software and services mix, which now represents 50% of recurring revenues. The US-based machinery company, with a market capitalisation of approximately $17.8 billion, has reported double-digit annual recurring revenue growth at key brands including Fluke. CalStudio Conduit aims to provide Fortive with deeper system integrations in tightly regulated calibration labs, where processes are sticky and switching costs are high. The platform positions Fortive against competitors such as Keysight Technologies and Tektronix in the test and measurement market.
Fortive reported Q2 revenues of $1.10 billion, up 7.9% year on year, exceeding analyst expectations by 2.5%. The professional tools and equipment manufacturer also beat analysts' EBITDA and EPS estimates. CEO Olumide Soroye highlighted core revenue growth of 6.7%, adjusted EBITDA growth of 12%, and adjusted EPS growth of 28%. The company completed approximately $200 million in share repurchases during the quarter, totalling roughly $2 billion over the past four quarters. Despite the strong results, Fortive's stock declined 7.7% following the earnings announcement, currently trading at $59.19. The broader professional tools and equipment sector, comprising nine tracked companies, collectively saw share prices fall 2.3% on average since latest earnings, though the group's Q2 revenues beat consensus estimates by 2.1%.