Job Description

About the role:

As a Technical Support Engineer at Forter you will play a critical role in ensuring the success and satisfaction of our customers by providing expert-level support and proactive solutions. You will take ownership of complex customer issues mentor team members and contribute to the continuous improvement of our support processes. As a member of the team you will act as a key knowledge center where your expertise will help shape best practices standardize documentation and ensure the highest level of service for our customers.

This role requires deep analytical expertise and a proactive approach to problem-solving. You will also be responsible for identifying and implementing automation opportunities handling escalations and incidents improving response times and developing strategies to enhance the customer experience.

What youll be doing:

• Analyze and interpret data related to online transactions as it relates to Forters AI model to understand decisioning and key fraud indicators.
• Interact directly with merchants/customers via ticketing system and phone to explain AI model decisions broken down into fundamental business terms.
• Partner with our Analytics team to provide direct input from customers to update our model improve precision and accommodate merchant-specific requests.
• Educate customers about the capabilities of Forters Policy Builder product and empower their users to adopt and implement robust policies within the confines of Forter best practices
• Oversee and maintain merchant business rules related to hard-coded rules within the Forter model.
• Draft and publish knowledge base content for common questions and inquiries to allow customers to self-serve Analytic related inquiries and explanations.
• Perform proactive outreach to customers based on internal alerting related to integration health issues and quantify into business terms the impact of analytical/data-driven observations.
• Aid internal teams within Forter equipping them to handle analytical queries and business questions around Forters AI model.

What youll need:

• 3 years experience in a role with a strong focus on troubleshooting data analytics in SaaS software or FinTech environments.
• Working knowledge of SQL APIs and Javascript
• Proven ability to independently diagnose and resolve complex analytical issues/inquiries.
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience troubleshooting analytical issues and relaying information in a digestible way to customers
• Experience balancing multiple tasks and customer needs simultaneously
• A proactive and customer-first mindset with strong interpersonal skills and a passion for delivering an outstanding support experience.
• Capable of working individually and leading a team to solve technical problems
• Exceptional written and verbal communication skills; ability to break down analytical concepts for diverse audiences.
• Attention to detail excellent organizational and prioritization skills superior time management
• Strong Bilingual capacity in both English and Japanese is required to support customers in the Japan region. Additional language capabilities in Korean and Mandarin will be a bonus to support our Korean and GCR customers but not must-haves.

Benefits

• Competitive salary and bonus plan
• Private health insurance including vision and dental coverage
• Generous PTO policy
• Half day Fridays every Friday

About us:

Digital commerce is built on trust. At every point along the eCommerce journey businesses must make a critical decision: Can I trust this customer Answering this simple question accurately and instantly is powerfulit can accelerate revenue growth and strengthen a companys connection with its customers. How do we do it Forter was founded on the insight that its not about what is being purchased nor where but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customersensuring everyone gets the experience they deserve. Given that trust is central to how we operate Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. Were meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

Trust is backed by data Forter is a recipient of over 10 workplace and innovation awards including:

• Great Place to Work Certification ()
• #3 on Fast Companys list of Most Innovative Finance Companies (2022)
• Forbes Cloud 100 (2021 2022)
• SAP Pinnacle Awards New Partner Application Award (2023)
• Fintech Breakthrough Awards Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 500 Forterians spread across 3 different continents. Since 2013 weve raised $525 million from investors such as Tiger Global Bessemer Sequoia Capital March Capital and Salesforce Ventures. Were on a mission to bring trust to global digital commerce so that companies like Nordstrom Priceline Instacart and ASOS can block fraud drive revenue and improve customer experience.

At Forter we believe unique people create unique ideas and valuable experience comes in many forms. So even if your background doesnt match everything we have listed in the job description we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives we grow together as humans and as a company.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants regardless of race color religion gender sexual orientation marital status gender identity or expression national origin genetics age disability status protected veteran status or any other characteristic protected by applicable law.

If you need assistance or an accommodation due to a disability please email us at This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Hybrid work:

At Forter we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach Team members are invited to work from the office at least 2 days per week. Within these two days we encourage employees to join each week for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.

Our hope is that a balance of in-person collaboration will aid massively in employee professional growth development and relationship-building.

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