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Job Description
Forter is seeking a Technical Support Engineer (Data Analyst) to ensure customer success through expert support and proactive solutions. The role involves taking ownership of complex issues, mentoring team members, and contributing to process improvements. The engineer will act as a key knowledge center, shaping best practices and standardizing documentation.
What this role involves:
- Analyzing and interpreting data related to online transactions and Forter's AI model.
- Interacting with merchants/customers to explain AI model decisions.
- Partnering with the Analytics team to update the model and improve precision.
- Educating customers about Forter's Policy Builder product.
- Overseeing and maintaining merchant business rules.
- Drafting and publishing knowledge base content.
- Performing proactive outreach to customers regarding integration health.
- Aiding internal teams with analytical queries.
Requirements:
- 3+ years of experience in data analytics troubleshooting in SaaS, software, or FinTech.
- Working knowledge of SQL, APIs, and JavaScript.
- Proven ability to independently diagnose and resolve complex analytical issues.
- Strong interpersonal skills and a passion for customer experience.
- Experience balancing multiple tasks and customer needs.
- Proactive and customer-first mindset.
- Exceptional written and verbal communication skills.
- Attention to detail and excellent organizational skills.
Forter offers:
- Competitive salary
- Restricted Stock Units (RSUs)
- $500 CAD per month reimbursement for supplementary health plan
- WiFi / Phone Stipend and Home Office Allowance
- Generous PTO policy
- Half day Fridays
