Japanese Speaking Technical Support Engineer

Benefits

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Weekend work

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About this role

Japanese Speaking Technical Support Engineer Singapore - Singapore About the role: As a Technical Support Engineer 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. As a member of the team, you will act as a key knowledge center where your expertise will help shape best practices, standardize documentation, and ensure the highest level of service for our customers. This role requires deep analytical expertise and a proactive approach to problem-solving. You will also be responsible for identifying and implementing automation opportunities, handling escalations and incidents, improving response times, and developing strategies to enhance the customer experience. What you'll be doing: - Analyze and interpret data related to online transactions as it relates to Forter's AI model to understand decisioning and key fraud indicators. - Interact directly with merchants/customers via ticketing system and phone to explain AI model decisions, broken down into fundamental business terms. - Partner with our Analytics team to provide direct input from customers to update our model, improve precision, and accommodate merchant-specific requests. - Educate customers about the capabilities of Forter's Policy Builder product and empower their users to adopt and implement robust policies within the confines of Forter best practices - Oversee and maintain merchant business rules related to hard-coded rules within the Forter model. - Draft and publish

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