Technical Support Data Analyst

About the role:

As a Data Analyst on Forters Support Analytics team youll own end-to-end analytical investigations for our merchants from initial triage through data analysis to delivering merchant-facing responses. Youll be the go-to analytical expert partnering with Technical Support Engineers to resolve complex cases.

You will be the first analytical escalation point your goal is to reduce escalations and accelerate resolution for merchants. Youll split your time between hands-on investigation work and process improvement and automation contributing to playbooks dashboards and our AI agent.

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. You will take ownership of complex customer issues mentor team members and contribute to the continuous improvement of our support processes.

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.

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 (2025)
• Fortunes Best Workplaces in NYC (and 2025)
• Forbes Cloud 100 (2024 and2025)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)

Life as a Forterian:

We are a team of over 600 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 Adobe ASOS eBay Instacart Priceline and Nordstrom 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.

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