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Technical Support Engineer

Forter, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the full lifecycle of complex technical escalations from Forter’s global e-commerce customers, serving as the final point of resolution for issues that span our machine-learning fraud-prevention APIs, real-time data pipelines, and merchant integrations.
• Diagnose and debug production incidents across a modern cloud stack (AWS, Kubernetes, micro-services, Postgres, Redis, Kafka) while maintaining an average first-response time of under 30 minutes and a 95 % customer-satisfaction score.
• Partner with Customer Success Managers, Solutions Engineers, and R&D to translate merchant pain points into actionable product improvements; your post-mortems and RCA documents directly influence the quarterly roadmap.
• Build and maintain an internal knowledge base of runbooks, code snippets, and architectural diagrams that reduce mean-time-to-resolution (MTTR) by 25 % year-over-year and enable tier-1 teammates to handle more cases autonomously.
• Serve as the technical mentor for a distributed support team across Tel-Aviv, London, and New York; conduct weekly "deep-dive" sessions on topics such as GraphQL query optimization, webhook signature validation, and chargeback data reconciliation.
• Develop and automate repeatable support workflows using Python, Bash, and Terraform; examples include a Slack bot that surfaces high-risk merchant alerts and a Lambda function that auto-heals stuck Kubernetes jobs.
• Monitor customer-facing SLAs and SLOs via Datadog dashboards; when thresholds are breached, you will page the appropriate on-call engineer, coordinate the war-room, and provide executive-level status updates until resolution.
• Influence the design of self-service tooling by feeding real-world usage patterns to the Product team; your insights have already led to the rollout of an interactive API explorer that cut integration time for new merchants by 40 %.
• Participate in a rotating on-call schedule (one week in five) with follow-the-sun coverage; we use PagerDuty, blameless post-mortems, and generous comp-time to keep life sustainable.
• Champion a culture of customer obsession by joining quarterly business reviews with strategic accounts, translating technical metrics into ROI stories that help merchants justify continued investment in Forter.
• Contribute to open-source projects and internal SDKs that make it easier for developers to integrate with our platform; your pull requests are reviewed by the same engineers who built the core risk engine.
• Stay ahead of the fraud landscape by analyzing emerging attack vectors and feeding new indicators back into our ML models; your field observations have directly improved model precision by 3 % in the last release cycle.

🎯 Requirements

• 4+ years supporting SaaS or API-centric products in a customer-facing technical role (Support, SRE, or Solutions Engineering).
• Expert-level troubleshooting skills across RESTful APIs, SQL databases, and distributed cloud architectures; proficiency with Python, Java, or Go for scripting and automation.
• Demonstrated experience reducing MTTR through data-driven RCA, runbook automation, and cross-functional collaboration with Engineering.
• Nice-to-have: hands-on experience with Kubernetes, Terraform, or Kafka; familiarity with e-commerce, payments, or fraud-prevention domains.

🏖️ Benefits

• Fully remote-first culture with quarterly off-sites in destinations like Lisbon, Mexico City, and Tel-Aviv.
• Competitive equity packages and annual learning stipend of $3,500 for conferences, courses, or certifications.
• Flexible PTO policy (minimum 20 days) plus one company-wide "Recharge Week" every summer.
• Premium medical, dental, and vision coverage for you and your dependents, 100 % company-paid.

Skills & Technologies

Remote

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Forter, Inc.

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About Forter, Inc.

Forter provides real-time fraud prevention and trust management for e-commerce businesses. The platform uses machine learning to analyze identity, payment, and behavioral data at checkout, approving or declining transactions in milliseconds. It covers payment fraud, account takeover, policy abuse, and returns abuse for merchants and marketplaces operating online. The company serves global retailers and brands across North America, Europe, and Asia.

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