Technical Support Engineer

Job description

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 b...