Evergreen Technical Support Engineer

Job description

Overview

As a Technical Support Engineer (Data Analyst) at Forter, you will play a critical role in ensuring the success and satisfaction of our customers by providing expert-level support and proactive solutions.

You will take ownership of complex customer issues, mentor team members, and contribute to the continuous improvement of our support processes.

You will act as a key knowledge center where your expertise will help shape best practices, standardize documentation, and ensure the highest level of service for our customers.

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.
  
  
• 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.
  
  
• Competitive salary and bonus plan
• Private health insurance, including vision and dental coverage
• Generous PTO policy
• Half day Fridays, every Friday

About us

Digital commerce is built on trust.

At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer?

Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company's connection with its customers.

How do we do it?

Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset.

We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.

Given that trust is central to how we operate, Forter is very much driven by a defined set of values.

We attract remarkable talent and have retention and engagement levels that are well above benchmarks.

Weu2019re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

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

• Great Place to Work Certification (2021, 2022, 2023,2024 )
• Fortuneu2019s Best Workplaces in NYC (2022, 2023 and2024 )
• Forbes Cloud , 2022, 2023, 2024 and 2025 )
• #3 on Fast Companyu2019s list of “Most Innovative Finance Companies” (2022 )
• Anti-Fraud Solution of the Year at the Payments Awards (2024 )
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Life as a Forterian

We are a team of over 600 Forterians spread across 3 different continents.

Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures.

We're on a mission to bring trust to global digital commerce so that companies like Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve customer experience.

At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms.

So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us.

By welcoming different perspectives, we grow together as humans and as a company.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

If you need assistance or an accommodation due to a disability, please email us at This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Our hybrid work model combines in-office collaboration with remote work.

Team members are encouraged to work from the office at least 3 days per week.

Your recruiter will share specifics of these days.

Required Skill Profession

Technical Support & Administration