Data Analytics Technical Supportnew jobs at Forter in Israel, Tel Aviv-yafo

As a member of the data stores team, you will work alongside highly technical software engineers shaping the way Forter stores vast amounts of data. You will be entrusted with the designing, implementation, and delivery of data infrastructure solutions that are the right fit for the requirements. Your unique perspective and experience will bring innovative ideas to the team and help us deliver long term solutions.

• Lead and mentor engineers to ensure the seamless operation of our systems.
• Investigate and implement performance and cost optimizations for our cloud infrastructure.
• Create or introduce tooling and processes to support the operational aspects required for maintaining large-scale cloud infrastructure.
• Contribute to the continual improvement of our cloud infrastructure.
• Stay updated with the latest trends and technologies in cloud infrastructure, and implement new offerings as needed.
• Participate in on-call rotations to ensure the availability and performance of our cloud infrastructure systems.

• 5+ years of experience as an Infrastructure engineer or backend-oriented software engineer.
• Experience with AWS Infrastructure and database products.
• Strong Linux troubleshooting experience.
• Experience with configuration management ( chef , ansible, terraform or cloud formation)
• Programming or Scripting experience (e.g: Bash, Python , Go)

Preferred Qualifications:

• Solid understanding of database principles, distributed systems, and database management.

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

• Great Place to Work Certification (2021, 2022, 2023)
• in NYC (2022)
• #3 on of “Most Innovative Finance Companies” (2022)
• Forbes Cloud 100 (2021, )
• SAP Pinnacle Awards “ ” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

What you'll be doing:

• Escalation Management & Troubleshooting: Act as the primary point of contact for customer issues escalated beyond Tier 1. Evaluate, prioritize, and manage escalations to ensure timely and efficient resolution.
• Customer Relations: Provide clear and empathetic communication to customers throughout the escalation process. Manage expectations and deliver updates that reflect progress and resolution timelines.
• Cross-functional Collaboration: Partner with internal teams such as Customer Success, Engineering, Product, and Analytics to investigate root causes and deliver high-quality resolutions for escalated cases.
• Escalation Reporting: Track and report on key metrics related to escalations (frequency, root causes, resolution time). Share insights with leadership to inform strategic decisions and drive accountability.
• Training and Development: Lead knowledge-sharing sessions and targeted trainings for the broader support team to improve their ability to manage complex cases and preempt future escalations.
• Process Enhancement: Identify trends and systemic issues contributing to escalations. Recommend and implement process improvements aimed at reducing escalation volume and improving overall customer satisfaction.
• Feedback Loop: Act as the voice of the customer, providing actionable feedback to Product and Engineering teams to influence roadmap decisions and improve platform stability.
• Collaboration and Team Management: Build a globally collaborative and customer-centric environment. Align and coordinate interdepartmental efforts to address incidents and efficiently resolve ongoing escalations.
• On-Call Participation: Participate in the on-call rotation to provide after-hours support for high-priority issues, ensuring timely investigation, resolution, and communication.

What you'll need:

• 5+ years of customer service/support are required with a focus on troubleshooting technical issues in SaaS, software, or FinTech environments.
• Experience managing complex escalations and serving as a customer point of contacts during Incidents
• Working knowledge and understanding of HTML, XML, JSON, JavaScript, git/GitHub, Python, REST APIs, web protocols and log analysis.
• Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience triaging and troubleshooting technical issues and relaying information in an digestible way to customers required
• 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 coordinating 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

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

• Great Place to Work Certification (2021, 2022, 2023, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

What you'll be doing:

• Play a major role in the creation, development, implementation, and ongoing improvement of our decision-making logic within our live production environment.
• Conduct in-depth research into complex fraud patterns and emerging threats.
• Utilizing vast and rich datasets to extract insights that drive actionable decisions to enhance the precision of our systems.
• Developing new, innovative system components and models, along with refining and advancing our feature engineering processes.
• Collaborate with a team of the industry’s leading researchers, data scientists, and software engineers to develop the next generation of Forter’s AI technology.

What you'll need:

• A fast mind.
• At least 2 years of experience in product-oriented data analytics/feature engineering/data science/research definition/hypothesis lead research.
• Relevant academic background - MSc in STEM fields, such as Physics, Neuroscience, Biotechnology, etc.
• A psychometric score above 700 (or equivalent, e.g. GMAT).
• Extensive experience in working with data, preferably using scripting languages such as Python, R, or Matlab.
• Strong verbal and written communication abilities - effectively articulating complex issues, designs, and concepts.

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

• Great Place to Work Certification (2021, 2022, 2023, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

About the role:

This is position is based in New York City.

What you’ll be doing:

• Serve as the main point of contact for 45-50 customers, managing relationships throughout the customer lifecycle, including renewals and expansions
• Own quarterly renewals forecasting, proactively identifying risks and offering solutions to preserve net dollar retention
• Identify and track upsell opportunities in Salesforce to increase account value and revenue
• Lead QBRs, providing performance insights on fraud trends and industry updates for a portfolio of 45-50 customers
• Support customers in using Forter’s products effectively through training and platform enablement

What you’ll need:

• Desired experience: 2 years of relevant Account Management/Customer Success/Sales experience managing a book of business containing approximately 50 customers. Startup experience is a plus.
• Commercial aptitude: Track record of growing revenue by renewing contracts and expanding accounts through upsells. Experience with an upsell or revenue quota preferred.
• Technical aptitude: Capability to learn technical topics and be a technical operator. Not afraid to roll your sleeves up and get in the weeds while understanding complex technical concepts.
• Relationships: Excellent communication skills both internally and externally. Proven ability to develop relationships with customer executives.
• Program management:

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

• Great Place to Work Certification (2021, 2022, 2023, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Benefits:

• Competitive salary
• RSUs
• Matching 401K Plan
• Comprehensive and generous health insurance, including vision and dental coverage
• Home office allowance
• Generous PTO policy
• Half day Fridays

Salary Range:+ bonus + equity + benefits

• Perform complicated data analysis tasks, quantifying different aspects of Forter’s impact on our portfolio of some of the largest e-commerce players in the world.
• Manage an operational pipeline of merchant tickets and alerts - triage, research, prioritize, assign, and solve data and analytics issues for our Enterprise clients.
• Design, code, and test adjustments to our production decisioning engine in Python.
• Work together with our fraud analysts, customer success managers, and Forter’s customer support organization to ensure we are solving our customer’s issues quickly and effectively and optimizing Forter’s products.

• Able to turn broad business questions into the right queries you need to get the answers you’re looking for.
• Know how to get things done - find the right person to ask, not shy about asking for help, know when to escalate, what tools you need to get the job done.
• Technically oriented - Quick and happy to learn new technologies/tools.
• Great multitasking skills - manage (and even enjoy) having many tasks in various stages under your responsibility.
• Coding - Able to complete basic coding tasks in a scripting language, preferably Python
• SQL - Experience with complicated queries from multiple sources- advantage.
• 50% position with flexibility during exam periods, open to bachelor's students with at least 4 semesters remaining before graduation.

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

• Great Place to Work Certification (2021, 2022, 2023, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

As a member of the data stores team, you will work alongside highly technical software engineers shaping the way Forter stores vast amounts of data. You will be entrusted with the designing, implementation, and delivery of database solutions that are the right fit for the requirements. Your unique perspective and experience will bring innovative ideas to the team and help us deliver long term database solutions.

• Design, implement, and maintain scalable, reliable, and efficient database solutions.
• Lead and mentor engineers to ensure the seamless operation of our database systems.
• Investigate and implement performance and cost optimizations for our database solutions.
• Create or introduce tooling and processes to support the operational aspects required for maintaining large database solutions.
• Contribute to the continual improvement of our database infrastructure.
• Stay updated with the latest trends and technologies for databases, and implement new database offerings as needed.
• Participate in on-call rotations to ensure the availability and performance of our database systems.

• 5+ years of experience as a data Infrastructure or backend-oriented software engineer.
• Proven experience in designing and maintaining large-scale database solutions.
• Strong knowledge of database principles, distributed systems, and database management.
• Experience with both Relational(e.g: MySQL, Postgres or MariaDB) and NoSQL databases (e.g: Aerospike, Cassandra, ScyllaDB, DynamoDB, ElasticSearch)
• Experience with AWS Infrastructure and database products.
• Strong linux troubleshooting experience.
• Proficiency in Bash, Python, or Go.
• Experience with configuration management (chef, ansible, terraform or cloud formation)
• Excellent problem-solving skills and attention to detail.
• Strong communication skills.

• Experience with OLAP databases (e.g: Druid, Pinot, Clickhouse)
• Experience with Kubernetes

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

• Great Place to Work Certification (2021, 2022, 2023, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

As a member of the data stores team, you will work alongside highly technical software engineers shaping the way Forter stores vast amounts of data. You will be entrusted with the designing, implementation, and delivery of database solutions that are the right fit for the requirements. Your unique perspective and experience will bring innovative ideas to the team and help us deliver long term database solutions.

• Design, implement, and maintain scalable, reliable, and efficient database solutions.
• Lead and mentor engineers to ensure the seamless operation of our database systems.
• Investigate and implement performance and cost optimizations for our database solutions.
• Create or introduce tooling and processes to support the operational aspects required for maintaining large database solutions.
• Contribute to the continual improvement of our database infrastructure.
• Stay updated with the latest trends and technologies for databases, and implement new database offerings as needed.
• Participate in on-call rotations to ensure the availability and performance of our database systems.

• 5+ years of experience as a data Infrastructure or backend-oriented software engineer.
• Proven experience in designing and maintaining large-scale database solutions.
• Strong knowledge of database principles, distributed systems, and database management.
• Experience with both Relational(e.g: MySQL, Postgres or MariaDB) and NoSQL databases (e.g: Aerospike, Cassandra, ScyllaDB, DynamoDB, ElasticSearch)
• Experience with AWS Infrastructure and database products.
• Strong linux troubleshooting experience.
• Proficiency in Bash, Python, or Go.
• Experience with configuration management (chef, ansible, terraform or cloud formation)
• Excellent problem-solving skills and attention to detail.
• Strong communication skills.

• Experience with OLAP databases (e.g: Druid, Pinot, Clickhouse)
• Experience with Kubernetes

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

• Great Place to Work Certification (2021, 2022, 2023, )
• Fortune’s Best Workplaces in NYC (2022, 2023 and )
• Forbes Cloud 100 (2021, 2022, 2023 and )
• #3 on Fast Company’s list of “Most Innovative Finance Companies” ( )
• Anti-Fraud Solution of the Year at the Payments Awards ( )
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)