Senior Technical Support Engineer

About the role:

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.

This role requires deep technical expertise, leadership skills, 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:

• 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.

What you'll need:

• 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

Benefits

• Competitive salary and bonus plan
• Restricted Stock Units (RSU's)
• 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. We’re 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)
• Fortune’s Best Workplaces in NYC (2022, 2023 and 2024)
• Forbes Cloud 100 (2021, 2022, 2023 and 2024)
• #3 on Fast Company’s list of “Most Innovative Finance Companies” (2022)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)
• SAP Pinnacle Awards “New Partner Application Award” (2023)
• 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.