Technical Support Engineer, Forter

• This role requires deep analytical expertise and a proactive approach to problem-solving
• 3+ years experience in a role with a strong focus on troubleshooting data analytics in SaaS, software, or FinTech environments
• Working knowledge of SQL, API’s 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

• As a Technical Support Engineer (Data Analyst) 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
• 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
• Analyze and interpret data related to online transactions as it relates to Forter's 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 Forter's 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 Forter’s AI model

• Vision & Dental Benefits
• Fitness Subsidies
• 25 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance

Total funding: $528m

Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. The system eliminates the need for rules, scores or manual reviews, making fraud prevention friction-free.