Technical Support Specialist
SkioSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
E-commerce, Fraud Prevention, Data & AnalyticsIndustries
Requirements
Candidates must have over 3 years of experience in troubleshooting data analytics within SaaS, software, or FinTech environments. Required skills include working knowledge of SQL, APIs, and Javascript, with proven ability to independently diagnose and resolve complex analytical issues. Strong interpersonal skills, a passion for customer experience, and the ability to balance multiple tasks are essential. Exceptional written and verbal communication skills, attention to detail, organization, prioritization, and time management are necessary. Bilingual capacity in English and Mandarin is required for supporting customers in the GCR region; Korean and Japanese language skills are a plus.
Responsibilities
The Technical Support Engineer will analyze and interpret data related to online transactions and Forter's AI model to understand decisioning and fraud indicators. They will interact directly with customers to explain AI model decisions in business terms and partner with the Analytics team to provide customer input for model updates. Responsibilities include educating customers on the Policy Builder product, overseeing and maintaining merchant business rules, and drafting knowledge base content for self-service. The role also involves proactive customer outreach based on internal alerts, quantifying the impact of analytical observations, and aiding internal teams with analytical queries about Forter's AI model.
Skills
Data Analysis
Customer Support
Technical Support
Problem-Solving
AI Model Interpretation
Fraud Detection
Business Rules Management
Knowledge Base Management
Customer Education
Analytics
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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