Technical Support Engineer at Forter

Shanghai, China

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Fraud Prevention, E-commerceIndustries

Requirements

3+ years experience in a role with a strong focus on troubleshooting data analytics in SaaS, software, or FinTech environments
Working knowledge of SQL, APIs, and Javascript
Proven ability to independently diagnose and resolve complex analytical issues/inquiries
Strong interpersonal skills and a passion for consistently providing a great customer experience
Experience troubleshooting analytical issues and relaying information in a digestible way to customers
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 analytical concepts for diverse audiences
Attention to detail, excellent organizational and prioritization skills, superior time management
Strong Bilingual capacity in both English and Mandarin is required to support customers in the GCR region. Additional language capabilities in Korean and Japanese will be a bonus

Responsibilities

Analyze and interpret data related to online transactions as it relates to Forter's AI model to understand decisioning and key fraud indicators
Interact directly with merchants/customers via ticketing system and phone to explain AI model decisions, broken down into fundamental business terms
Partner with our Analytics team to provide direct input from customers to update our model, improve precision, and accommodate merchant-specific requests
Educate customers about the capabilities of Forter's Policy Builder product and empower their users to adopt and implement robust policies within the confines of Forter best practices
Oversee and maintain merchant business rules related to hard-coded rules within the Forter model
Draft and publish knowledge base content for common questions and inquiries to allow customers to self-serve Analytic related inquiries and explanations
Perform proactive outreach to customers based on internal alerting related to integration health issues and quantify into business terms the impact of analytical/data-driven observations
Aid internal teams within Forter, equipping them to handle analytical queries and business questions around Forter’s AI model
Take ownership of complex customer issues, mentor team members, and contribute to the continuous improvement of our support processes
Identify and implement automation opportunities, handle escalations and incidents, improve response times, and develop strategies to enhance the customer experience

Skills

Technical Support

AI Models

Fraud Detection

Data Analysis

Ticketing Systems

Customer Interaction

Analytics

Policy Builder

Business Rules

Knowledge Base

Proactive Outreach

Problem-Solving

Automation

Forter

Fraud prevention and identity protection services

About Forter

Forter provides a range of services designed to protect online businesses from fraud and abuse. Its offerings include identity protection to prevent unauthorized access and fraudulent purchases, fraud management that allows businesses to make instant decisions to stop fraudsters, and abuse prevention to identify unauthorized resellers and coupon abusers. Additionally, Forter focuses on payment optimization to enhance trust with banks and improve transaction conversion rates while ensuring compliance with European regulations like PSD2. The company also automates chargeback recovery to help businesses dispute and win claims. Unlike many competitors, Forter operates on a B2B model, charging businesses based on their size and transaction volume, and aims to enhance revenue protection and customer experience for online retailers.

New York City, New YorkHeadquarters

2013Year Founded

$513.6MTotal Funding

SERIES_FCompany Stage

Cybersecurity, Financial ServicesIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Home Office Stipend

Unlimited Paid Time Off

Hybrid Work Options

Risks

Rising BNPL services complicate fraud detection and increase payment default risks.

Increased returns fraud challenges Forter's fraud prevention systems.

Shift to social media shopping introduces new fraud vectors for Forter to address.

Differentiation

Forter offers real-time, automated fraud prevention solutions for online merchants.

The company focuses on consumer-centric fraud prevention, enhancing customer experience and growth.

Forter's services include identity protection, fraud management, and payment optimization.

Upsides

Forter's AI enhancements improve decision capabilities, boosting fraud prevention effectiveness.

Partnerships with Shopify, Salesforce, and PwC enhance Forter's competitive positioning.

Integration with Gr4vy streamlines payments and mitigates risks for enterprise merchants.

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