Technical Support Engineer (Data Analyst) - Remote

Overview

As a Technical Support Engineer (Data Analyst) 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 team members, and contribute to the continuous improvement of our support processes.

In Short

• Analyze and interpret data related to online transactions.
• Interact directly with merchants/customers to explain AI model decisions.
• Partner with the Analytics team to improve model precision.
• Educate customers about Forter's Policy Builder product.
• Maintain merchant business rules within the Forter model.
• Draft and publish knowledge base content.
• Perform proactive outreach to customers regarding integration health issues.
• Aid internal teams with analytical queries.

Requirements

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

Benefits

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