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Technical Support Engineer (Data Analytics, Mandarin Speaking, GCR Support) at Forter

Technical Support Engineer for data analytics, Mandarin speaking, GCR support.
Hybrid
On-Site
Singapore
Undisclosed salary

Forter is seeking a Technical Support Engineer (Data Analyst) to ensure customer success through expert support and proactive solutions. The engineer will take ownership of complex issues, mentor team members, and contribute to process improvement.

The role will act as a key knowledge center, shaping best practices and standardizing documentation. It requires analytical expertise and problem-solving skills, including identifying automation opportunities, handling escalations, and enhancing the customer experience.

What role involves:

  • 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 merchant business rules within the Forter model.
  • Drafting knowledge base content for common inquiries.
  • Performing proactive outreach to customers regarding integration health.
  • Aiding internal teams with analytical queries around Forter’s AI model.

What you'll need:

  • 3+ years of experience in data analytics troubleshooting in SaaS, software, or FinTech.
  • Working knowledge of SQL, APIs, and Javascript.
  • Ability to diagnose and resolve complex analytical issues.
  • Strong interpersonal skills and customer-first mindset.
  • Experience balancing multiple tasks and customer needs.
  • Exceptional written and verbal communication skills.
  • Strong Bilingual capacity in both English and Mandarin.

What role offers:

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

Forter provides trust-based solutions for digital commerce, helping businesses accurately assess customer trust in real time. Utilizing a decision engine that analyzes over a billion identities, Forter isolates fraudsters and protects legitimate customers across the eCommerce journey. The company's technology enables merchants to block fraud, drive revenue, and enhance customer experience. Forter serves various enterprises, including those in the retail, travel, and financial sectors, fostering safer and more trustworthy online transactions.