Senior Technical Support Engineer, Forter
+ Bonus plan + Restricted Stock Units
2+ days a week in office
Fraud prevention platform
Open for applications
Fraud prevention platform
501-1000 employees
Open for applications
+ Bonus plan + Restricted Stock Units
2+ days a week in office
501-1000 employees
Company mission
To build trust in e-commerce by eliminating fraud for online merchants and marketplaces.
Role
Who you are
- This role requires deep technical expertise, leadership skills, and a proactive approach to problem-solving
- 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
What the job involves
- As a Senior Technical Support Engineer 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 junior team members, and contribute to the continuous improvement of our support processes
- As a senior member of the team, you will act as a key knowledge centre where your expertise will help shape best practices, standardize documentation, and ensure the highest level of service for our customers
- 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
- 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
Salary benchmarks
Our take
Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. The system eliminates the need for rules, scores or manual reviews, making fraud prevention friction-free.
The result is fraud prevention that is invisible to buyers and empowers merchants with increased approvals, smoother checkout and the near elimination of false positives - meaning more sales and happier customers.
Behind the scenes, Forter’s machine learning technology combines advanced cyber intelligence with behavioral and identity analysis to create a multi-layered fraud detection mechanism.
The company had previously announced IPO plans, however, it has yet to move forward with this venture. Since its $300 M investment round in 2021, the company has made several acquisitions, strengthening its fraud prevention solution stack.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2021
$300m
SERIES F
Nov 2020
$125m
SERIES E
Total funding: $528m
Company benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Midtown East, New York, NY
Leadership
Alon Shemesh
(Chief Analyst)Previously worked for 5 years at Paypal, holding various positions such as Risk Analytics Automation Manager and Manager of Decision Strategy
Liron Damri
(President)Previously worked for 5 years at Paypal, holding various positions such as Head of Americas Analytics, Business Analytics (ARS) and Strategy and Business Development, LATAM. He served as Forter's COO until 2017
Michael Reitblat
(CEO)Previously VP Product and Board Member at Pango Parking for 4 years and Military Intelligence Officer at Israeli Intelligence Corps - Cyber Command for 3 years
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