דרושים Technical Support Engineernew ב-Forter ב-ארהב

About the role:

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 Mandarin is required to support customers in the GCR region. Additional language capabilities in Korean and Japanese will be a bonus to support our Korean and Japanese 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

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, 2024 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:

• Develop and communicate a global technical support strategy aligned with the company's overall customer service vision.
• Provide strong leadership to the technical support team, fostering a culture of excellence, innovation, and customer-centricity.
• Set clear objectives, performance metrics, and KPIs to monitor and improve support operations.
• Implement best practices, processes, and tools to optimize support operations and enhance customer experiences.
• Lead, mentor, and manage a diverse team of technical support managers across multiple locations.
• Foster a collaborative and inclusive work environment promoting continuous learning and growth.
• Champion the voice of the customer within the organization, advocating for changes and improvements based on customer feedback and insights.
• Lead day-to-day technical support operations, ensuring efficient incident resolution and timely response to customer inquiries.
• Monitor and analyze metrics and customer feedback to uncover and enable continuous improvement of customer outcomes.
• Collaborate with cross-functional leaders to proactively identify and address customer needs.
• Develop and execute strategies for proactive customer education and self-service resources.
• Manage budgetary responsibilities for the technical support department, optimizing resource allocation for maximum efficiency and effectiveness.
• Make recommendations for technology investments and resource allocation to support the evolving needs of the organization.

What you’ll need:

• 8+ years of customer service/support leadership roles, with proven experience in leading global teams.
• Expertise in creating a clear and inspirational vision and strategy for your teams.
• Exceptional judgment regarding escalation management and incident resolution as well as the ability to make timely decisions from both business and technical standpoints.
• Proven ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication.
• Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority.
• Demonstrated experience in process improvement and implementing best practices.
• A customer-centric mindset, always looking to deliver the best outcomes for Forter customers.

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
• Restricted Stock Units (RSUs)
• Matching 401K Plan
• Comprehensive and generous health insurance, including vision and dental coverage
• Generous PTO policy
• Half day Fridays

Salary Range: $210,000 - $270,000 annually + bonus + equity + benefits