Senior Technical Support Engineer

About the role:

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

This role requires deep technical expertise leadership skills and a proactive approach to problemsolving. 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:

• Become a trusted subject matter expert on the Forter product finding creative solutions for our customers to succeed and serve as the first point of contact.
• Analyse trends in knowledge gaps seeking our external stakeholders to organise knowledge transfer to the support team.
• Provide mentorship and training to technical support engineers helping to develop their skills and expertise.
• Act as an escalation point for technical support engineers assisting in resolving critical and highpriority customer issues.
• Lead initiatives to standardize and improve internal documentation troubleshooting guides and best practices.
• Handling key merchant accounts with care and dedication building strong relationships with customers by providing timely updates indepth guidance and strategic recommendations to optimize their use of Forters platform.
• Participate in and lead critical incident response efforts ensuring effective resolution and postmortem analysis.
• Contribute to process improvement initiatives and advocate for customer needs within the company.
• Participate in oncall rotations to provide afterhours support for critical customer issues.

What youll need:

• 5 years customer service experience required with a focus on troubleshooting technical issues in SaaS software or FinTech environments.
• Proven ability to independently diagnose and resolve complex technical issues.
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience troubleshooting tech issues and relaying information in an digestible way to customers required
• Working knowledge and understanding of HTML XML JSON JavaScript git/GitHub Python REST APIs and web protocols
• Experience balancing multiple tasks and customer needs simultaneously
• A proactive and customerfirst 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 technical concepts for diverse audiences.
• Attention to detail excellent organizational skills superior time management

Benefits

• Competitive salary and bonus plan
• Restricted Stock Units (RSUs)
• 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 Certification2024
• Fortunes Best Workplaces in NYCand2024
• Forbes Cloud 100 and2024
• #3 on Fast Companys list of Most Innovative Finance Companies 2022
• AntiFraud Solution of the Year at the Payments Awards 2024
• 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 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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