Technical Support Consultant I

Technical Support Consultant I (Tier 2 Support) Why You Should Join Bring technical depth and clear communication to a role where both matter. As a Technical Support Consultant, you’ll solve complex product and application issues while guiding audiences ranging from end users and system administrators to contractors, engineers, internal stakeholders, and senior leaders. You’ll deepen your technical expertise, influence operational improvements, and deliver legendary support through accurate guidance, clear expectations, dependable follow-up, and consistent ownership. What You’ll Do * Resolve escalated incidents and service requests through advanced troubleshooting and technical analysis. * Analyze logs, configurations, APIs, integrations, authentication, and release changes to identify root causes, determine the appropriate corrective action, and coordinate resolution. * Reproduce issues in test or sandbox environments to validate behavior and speed resolution. * Translate technical findings into clear, actionable guidance for audiences with different levels of expertise. * Communicate progress, impact, uncertainty, ownership, and next steps throughout the support lifecycle. * Partner with Engineering and Product on defects, performance issues, compatibility concerns, and enhancements. * Document investigations, decisions, and resolutions in support and knowledge systems. * Identify recurring issues and recommend improvements to processes, documentation, monitoring, and reliability. * Create technical content and help strengthen Tier 1 support capabilities. * Manage escalations with calm, credible communication and ownership through resolution or appropriate handoff. * Build proficiency across multiple assigned products, with primary ownership of one and the flexibility to support others as business needs evolve. * Participate in scheduled after-hours product support rotations as required, with additional pay for approved on-call shifts. Required Qualifications & Skills * 3+ years of experience in technical support, application support, product support, IT operations, or a related field. * Experience troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication technologies such as SAML and OAuth. * Hands-on experience with browser developer tools, HAR files, API testing tools such as Postman, and log analysis or monitoring platforms. * Working knowledge of incident, problem, and knowledge management practices. * Strong analytical skills and the curiosity and persistence to find root causes. * Demonstrated ability to explain complex technical information clearly and credibly to technical and non-technical audiences. * Ability to adjust technical depth and terminology without sacrificing accuracy. * Consistent ownership, follow-through, judgment, and professionalism during escalations. * Ability to collaborate across teams while maintaining accountability for next steps. Preferred Qualifications Experience in one or more of the following areas is preferred: * Experience supporting applications on Windows Server, including services, permissions, event logs, patching, and server configuration. * Working knowledge of IIS, including application pools, bindings, authentication settings, SSL certificates, and common HTTP errors. * Knowledge of networking and web fundamentals, including DNS, ports, firewalls, proxies, HTTP/S, and TLS certificates. * Experience troubleshooting Microsoft SQL Server using queries, logs, connection settings, permissions, and performance indicators. * Familiarity with identity platforms and directories such as Auth0, Microsoft Entra ID, or Active Directory. * Experience supporting SaaS and customer-managed on-premises applications and coordinating resolution with Engineering, Cloud Operations, Professional Services, or customer IT teams. What Success Looks Like Legendary support means consistently combining technical accuracy, clear communication, and strong ownership. * Resolve complex issues through disciplined investigation and effective collaboration. * Match the message and level of detail to the audience while preserving accuracy. * Own the customer experience through resolution or a clear, appropriate handoff. * Set realistic expectations and provide timely updates, follow-up, and next steps. * Document reusable knowledge and help strengthen Tier 1 capabilities. * Use recurring issues to improve support processes, product reliability, and customer experience. * Build proficiency across assigned products and contribute reliably to scheduled coverage, including after-hours support rotations. Why You’ll Want to Work Here * Comprehensive U.S. benefits that include health and wellness coverage, life and disability insurance, retirement contributions, open paid time off, and at least 10 paid holidays. * Family-focused resources that include paid parental and bonding leave, fertility and family-planning support, adoption assistance, and backup care. * Mental-health, financial-wellness, employee-discount, and education-assistance programs. * Flexibility to work remotely or from a company office where available. * Eligibility for additional pay when taking an approved on-call shift. * Opportunities to build transferable technical, customer-support, and leadership skills and pursue future roles across Fortive. * A collaborative team where you can influence support practices and work directly with Engineering and Product Fortive Corporation Overview 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. About Accruent Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you. Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide. 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. Pay Range The salary range for this position (in local currency) is 51,300.00 - 85,700.00. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.