Forter Senior Technical Support Engineer Tier 

Israel, Tel Aviv District, Tel Aviv-Yafo 

643311232

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)