Technical Support Engineer Data Analytics New jobs at Forter in Israel, Tel Aviv-yafo

What you'll be doing:

• 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.

What you'll need:

Currently pursuing a bachelor's degree with at least 4 semesters left before graduation (50% position with flexibility during exam periods).
• Able to turn broad business questions into the right queries to get the answers you need.
• Knows how to get things done - find the right person to ask, not shy about asking for help, knows when to escalate, and what tools you need to get the job done.
• Technically oriented - quick and eager to learn new technologies and tools.
• Strong multitasking skills - comfortable (and even enjoy) managing many tasks at different stages under your responsibility.
• Coding - able to complete basic coding tasks in a scripting language, preferably Python.
• SQL - experience with basic queries - an advantage.

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)

We handle >2B person entities stored jointly in various database engines to support different fetching requirements, while processing >200k events per second

• Have a key part in improving the systems helping Forter prevent fraud for our merchants by identifying millions of decisions a day
• Design, build, and maintain Near-real-time data pipelines
• Take initiative: A large portion of the work are initiatives are pushed by the engineers
• Work in a rich ecosystem of storage and data technologies, to name a few: Elasticsearch, Aerospike, Spark, Redis, RocksDB, S3, Snowflake and many more
• Provide software solutions to complicated challenges we face on a daily basis

• 6 + years of proven experience in designing and building large-scale production systems.
• Strong Java and/or Python skills.
• Experience (or good familiarity) with streaming technologies such as Storm, Flink, Spark Streaming.
• Familiarity with concepts such as Queue/DLQ, Topics and general streaming practices (backpressure, circuit-breaker, etc).
• Experience with various databases or data stores such as Elasticsearch, Redis, MySQL, Couchbase, MongoDB, Cassandra, Aerospike, etc.
• Experience with AWS or other public clouds.
• Excellent communication and interpersonal skills.

• Profiled and optimized code to the millisecond level.
• Experience with event streaming frameworks.
• Strong written-English skills

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)

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:

• Design, build, and maintain foundational infrastructure and key applications that allow people to leverage Forter’s proprietary and public data effectively
• Use modern technologies daily, such as Snowflake, Databricks, Apache Spark, Elasticsearch, AWS, Kafka, and more.
• Expand and optimize Forter’s data warehouse and lakehouse–weighing tradeoffs between performance, cost, and user experience–across continually larger and more complex datasets.
• Model data and define storage strategy, to ensure that data is intuitive for researchers to find, and easy and fast for them to access
• Enhance Forter analysts’ most-used web application, which gives them in-depth insight into every decision we make
• Collaborate directly with colleagues from various disciplines: Analysts, Data Scientists, and other Engineers (all of whom write production code!)
• Self-manage project planning, milestones, designs, and estimations
• Hold yourself and others to a high standard when working with production systems. We take pride in our tests, monitoring & alerting abilities just as we do with our systems.
• Debug complex problems across the whole stack.

What you'll need:

• 3+ years of proven experience with designing, implementing, and maintaining large-scale backend production systems
• Experience building and maintaining data-intensive applications
• Experience with data processing technologies, e.g. Spark, Flink, EMR, Iceberg
• Experience with data warehousing frameworks, e.g. Snowflake, Hive, Glue, Databricks Unity Catalog
• Experience working in Python
• Experience with AWS or other public clouds
• Professional proficiency in English

Would be cool if you have:

• Experience with a JVM-based language
• Experience with NoSQL databases, e.g. ElasticSearch, AeroSpike, Cassandra, MongoDB
• A strong command of SQL
• Experience building web applications

• Interesting, non-trivial problems you’ve dealt with
• A link to a blog post you wrote or an interesting talk you’ve given
• Open source projects you’ve created or contributed to
• Side projects that you couldn’t resist building

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)

This position is ideally suited for experienced software engineers who are passionate about building high-quality systems and are interested in expanding their expertise in observability, distributed systems, and developer experience. You will help design, build and maintain systems that empower engineers across Forter to monitor, understand, and troubleshoot their services more effectively.

• Design, build, and maintain observability tools and infrastructure that help our engineers provide actionable insights into the performance and reliability of Forter's systems.
• Collaborate with other engineers and teams to enhance the developer experience around monitoring, logging, alerting, and tracing.
• Develop and evolve our internal tooling to simplify the process of instrumenting and observing services.
• Partner with engineering teams to improve incident response and recovery workflows, and ensure systems meet internal SLOs/SLAs and reliability targets.
• Support the migration from our legacy ELK stack to a modern observability platform using Prometheus, Mimir, Grafana, Honeycomb, Loki, Quickwit , and OpenTelemetry .
• Contribute to knowledge sharing and the ongoing development of best practices in observability across the organisation.

• 4+ years of professional experience as a software engineer, with a strong foundation in building and maintaining production systems.
• Proficiency in one or more modern programming languages such as Python, Java, JavaScript , or Ruby .
• Familiarity with Kubernetes , AWS , and infrastructure-as-code tools such as Terraform
• Experience working with observability tools and platforms (e.g. Prometheus, Grafana, ELK, Honeycomb, Loki , or similar).
• A strong interest in developer experience and platform tooling, with the ability to empathise with engineering teams as internal customers.
• Excellent communication skills, with the ability to collaborate effectively across teams and explain complex technical concepts clearly.
• A proactive mindset focused on long-term impact, sustainable engineering practices, and continuous improvement.

• Experience with OpenTelemetry or distributed tracing systems.
• Understanding of observability-driven development and service reliability principles (e.g. SRE, MTTR, SLIs/SLOs).
• Experience optimising observability systems for cost and performance at scale.
• Knowledge of microservices architectures and how to monitor and debug distributed systems.
• Contributions to open-source projects in the observability or monitoring space

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)