Forter Senior Technical Support Engineer 

United Kingdom, England, London 

589409566

About the role:

This role requires deep technical expertise, leadership skills, 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:

• Become a trusted subject matter expert on the Forter product, finding creative solutions for our customers to succeed and serve as the first point of contact.
• Analyse trends in knowledge gaps, seeking our external stakeholders to organise knowledge transfer to the support team.
• Provide mentorship and training to technical support engineers, helping to develop their skills and expertise.
• Act as an escalation point for technical support engineers, assisting in resolving critical and high-priority customer issues.
• Lead initiatives to standardize and improve internal documentation, troubleshooting guides, and best practices.
• Handling key merchant accounts with care and dedication, building strong relationships with customers by providing timely updates, in-depth guidance, and strategic recommendations to optimize their use of Forter’s platform.
• Participate in and lead critical incident response efforts, ensuring effective resolution and post-mortem analysis.
• Contribute to process improvement initiatives and advocate for customer needs within the company.
• Participate in on-call rotations to provide after-hours support for critical customer issues.

What you'll need:

• 5+ years customer service experience required with a focus on troubleshooting technical issues in SaaS, software, or FinTech environments.
• Proven ability to independently diagnose and resolve complex technical issues.
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience troubleshooting tech issues and relaying information in an digestible way to customers required
• Working knowledge and understanding of HTML, XML, JSON, JavaScript, git/GitHub, Python, REST APIs and web protocols
• 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 technical concepts for diverse audiences.
• Attention to detail, excellent organizational skills, superior time management

Benefits

• Competitive salary and bonus plan
• Restricted Stock Units (RSU's)
• 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 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)