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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. This role involves owning complex issues, mentoring team members, and improving support processes. The engineer will act as a key knowledge center, shaping best practices and standardizing documentation.
Responsibilities include:
- Analyzing data related to online transactions and Forter's AI model.
- Interacting with merchants via ticketing system and phone to explain AI model decisions.
- Partnering with the Analytics team to update the model and accommodate merchant requests.
- 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.
- Exceptional written and verbal communication skills.
- Strong Bilingual capacity in both English and Mandarin is required to support customers in the GCR region.
Forter offers:
- Competitive salary and bonus plan
- Private health insurance, including vision and dental coverage
- Generous PTO policy
- Half day Fridays, every Friday
