Japanese Speaking Technical Support Engineer

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 produ