Senior Technical Support Engineer, Tier 3

About the role:

The Senior Technical Support Engineer, Tier 3 plays a critical role in resolving the most complex customer issues that cannot be addressed by frontline support teams. This role requires a mix of technical depth, cross-functional collaboration, and strong communication skills to manage escalations effectively and drive long-term improvements across the organization. 

This role demands a balance of technical know-how, influential leadership, and a passion for delivering exceptional customer experiences.

What you'll be doing:

• Escalation Management & Troubleshooting: Act as the primary point of contact for customer issues escalated beyond Tier 1. Evaluate, prioritize, and manage escalations to ensure timely and efficient resolution.
• Customer Relations: Provide clear and empathetic communication to customers throughout the escalation process. Manage expectations and deliver updates that reflect progress and resolution timelines.
• Cross-functional Collaboration: Partner with internal teams such as Customer Success, Engineering, Product, and Analytics to investigate root causes and deliver high-quality resolutions for escalated cases.
• Escalation Reporting: Track and report on key metrics related to escalations (frequency, root causes, resolution time). Share insights with leadership to inform strategic decisions and drive accountability.
• Training and Development: Lead knowledge-sharing sessions and targeted trainings for the broader support team to improve their ability to manage complex cases and preempt future escalations.
• Process Enhancement: Identify trends and systemic issues contributing to escalations. Recommend and implement process improvements aimed at reducing escalation volume and improving overall customer satisfaction.
• Feedback Loop: Act as the voice of the customer, providing actionable feedback to Product and Engineering teams to influence roadmap decisions and improve platform stability.
• Collaboration and Team Management: Build a globally collaborative and customer-centric environment. Align and coordinate interdepartmental efforts to address incidents and efficiently resolve ongoing escalations.
• On-Call Participation: Participate in the on-call rotation to provide after-hours support for high-priority issues, ensuring timely investigation, resolution, and communication.

What you'll need:

• 5+ years of customer service/support are required with a focus on troubleshooting technical issues in SaaS, software, or FinTech environments.
• Experience managing complex escalations and serving as a customer point of contacts during Incidents
• Working knowledge and understanding of HTML, XML, JSON, JavaScript, git/GitHub, Python, REST APIs, web protocols and log analysis.
• Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience triaging and troubleshooting technical issues and relaying information in an digestible way to customers required
• 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 coordinating 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

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.

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