Technical Support Engineer

About the role:

As the first line of defense for Forter’s customers, you will actively manage and resolve customer inbound tickets in accordance with our world-class SLAs. As the voice of the customer, you will work with internal teams to identify and develop solutions that automate and improve the client’s experience.

In addition, you will be responsible for standardizing documentation, training clients on platform best practices and procedures as well as troubleshooting and escalating responsibilities. This role requires a strong mix of customer service plus excellent troubleshooting and problem solving skills.

What you'll be doing:

• Become a trusted subject matter expert on the Forter product, finding creative solutions for our customers to succeed and serve as the first point of contact
• Help customers get the most out Forter’s platform and enable them to become power users of the product and fill in any gaps in their product knowledge
• Develop and execute short-term solutions to resolve complex client issues
• Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues working with our Engineering teams to identify and report bugs
• Be an advocate for our customers and proactive in finding solutions to any issues that may arise
• Collect customer feedback, work with Product to preemptively solve product issues and identify trends in feature requests and reporting these to our product team
• Contribute to internal documentation and assist teammates in understanding and handling technical issues
• Document interactions, paths to resolution, and successes for both customers and internal audiences
• Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
• Participate in on-call rotations to cover out-of-hours support.

What you'll need:

• 3+ years customer service experience required and experience in customer support with a technical product
• You are a quick, clear writer and an amazing communicator; able to break down a complex technology or problem in an a way that is easy to understand
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience troubleshooting tech issues and relaying information in an digestible way to customers required
• Working knowledge and understanding of HTML, XML, JSON, JavaScript, git/GitHub, Python, REST APIs and web protocols
• Experience balancing multiple tasks and customer needs simultaneously
• Candidates have strong customer service