Technical Support Engineer
Hybrid · London, England, United Kingdom
Job Summary
As the first line of defense for Forter’s customers, you will actively manage and resolve customer inbound tickets within SLA, standardize documentation, train clients on platform best practices, and troubleshoot/escalate responsibilities. You will become a trusted subject matter expert on the Forter product, help customers maximize platform use, collaborate with engineering to identify bugs, collect feedback for product improvements, contribute to internal documentation, document interactions and resolutions, set follow-up actions, and participate in on-call rotations. Key skills include customer service excellence, troubleshooting technical issues, and strong knowledge of HTML, XML, JSON, JavaScript, Python, REST APIs, and web protocols. Hybrid work model with in-office presence required at least 2 days per week in London, UK.
Required Qualifications
- 3+ years of customer service experience required, preferably in software/FinTech support or similar field
- Experience troubleshooting tech issues and conveying information clearly to customers
- Working knowledge of HTML, XML, JSON, JavaScript, git/GitHub, Python, REST APIs and web protocols
- Ability to write clearly and communicate complex technology or problems in an understandable way
- Strong interpersonal skills and commitment to delivering excellent customer experience
- Ability to balance multiple tasks and customer needs simultaneously
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