Technical Support Engineer

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 you'll be doing: 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. What you'll 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, 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 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 powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's 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 identit