Forta Solutions, LLC

Compensation

Full Description

Location: Hybrid - Denver, CO and/or Remote (U.S.) About Forta Solutions Forta Solutions is a fintech company that has developed Agility™, a modern, cloud-native warehouse lending platform designed to streamline and improve the efficiency, transparency, and automation of warehouse lending operations for financial institutions. About the Role The Technical Support Engineer (Level 2) role is a critical component of the support organization, serving as the lead investigator for complex technical issues and a key liaison between Customer Service and Development teams. This role is responsible for diagnosing and resolving escalated incidents, identifying root causes, and translating customer-reported problems into clear, actionable technical insights for engineering. By bridging the gap between front-line support and development, the Technical Support Engineer (Level 2) ensures issues are resolved efficiently, recurring problems are minimized, and customer impact is clearly understood. Success in this role requires strong technical expertise, analytical thinking, and clear communication to drive timely resolutions and continuous product improvement. Core Accountability Manage the Level 2 escalation queue by investigating, categorizing, and routing complex technical issues to appropriate teams while maintaining comprehensive documentation and weekly accountability reporting. Key Responsibilities Escalation Intake & Triage • Monitor the Level 2 escalation queue daily for issues assigned by Client Services team • Review escalated tickets for completeness and quality of documentation before investigation • Create and update Jira tickets from Teams threads and client communications • Validate that issues truly require Level 2 investigation vs. returning to Level 1 with guidance • Communicate with Client Services team when additional information is needed Technical Investigation & Root Cause Analysis • Conduct deep technical investigations by analyzing system logs, database queries, and application behavior • Reproduce client-reported issues in test environments to understand root causes • Trace data flows through Angular frontend, GraphQL APIs, Java services, and DynamoDB to identify breakdowns • Use browser developer tools, API testing tools (Postman/Insomnia), and AWS CloudWatch logs for investigation • Identify whether issues stem from bugs, configuration problems, common/recurring patterns, or production environment issues • Document investigation steps, findings, and reproduction procedures with engineering-level detail Issue Categorization & Smart Routing Categorize issues and route to the appropriate destination: • Product Management: Clone/link tickets to PM backlog for common issues and recurring patterns; add Client Services as watcher • ROC Sprint Review: Clone/link tickets to Configuration team project for defects and config issues; add to ROC Sprint for prioritization; add CS as watcher • Production Support Queue: Manage intermediate queue for production environment issues requiring engineering-level troubleshooting; escalate to dev team only when investigation is complete • Apply appropriate Jira labels (e.g., "level-2-escalation") and ensure proper categorization for tracking Cross-Team Collaboration & Communication • Partner with Client Services team to provide guidance on complex issues and improve escalation quality • Collaborate with Product Management, Configuration team, and Engineering to ensure smooth handoffs • Translate technical findings into business-friendly language for Client Services to communicate to clients • Work with QA team to validate fixes and prevent regression • Participate in post-incident reviews and retrospectives to capture lessons learned Pattern Recognition & Process Improvement • Identify patterns and trends across multiple escalated tickets to detect systemic issues • Flag recurring issues to Product Management for potential product improvements • Create knowledge base articles and runbooks to help Level 1 support resolve similar issues independently • Recommend improvements to reduce support volume and escalation rates • Provide feedback to Client Services on documentation quality and escalation readiness Weekly Accountability & Reporting • Tally all escalated tickets from the week every Friday • Verify proper routing of tickets to PM, Configuration, or Production Support queues • Report on escalation volume, emerging patterns, and bottlenecks • Ensure nothing is stuck in Level 2 limbo without clear ownership • Track metrics on investigation time, resolution time, and routing accuracy Documentation & Knowledge Management • Maintain comprehensive Jira ticket documentation including investigation steps, findings, and resolutions • Document workarounds and temporary solutions for Client Services team • Create and maintain Confluence pages for escalation processes and troubleshooting guides • Build institutional knowledge to prevent repeated investigations of similar issues • Use GitLab to review recent code changes when investigating suspected bugs Qualifications & Experience Required: • 2-4 years experience in technical support, QA engineering, SDET, or software development • Engineering-level troubleshooting skills with ability to read and understand code • Strong problem-solving abilities and investigative mindset • Experience with ticketing systems (Jira preferred) and support workflows • Solid understanding of web applications, APIs, databases, and cloud infrastructure • Excellent written communication skills for technical documentation • Ability to work independently and manage a queue with minimal supervision • Strong judgment in categorizing issues and determining appropriate routing Strongly Preferred: • Experience with SaaS platforms and cloud-based applications (AWS preferred) • Background in QA, SDET, or test automation • Experience in financial services, FinTech, or other regulated industries • Proficiency with browser developer tools and API testing tools (Postman, Insomnia) • Familiarity with log analysis and observability tools (CloudWatch, Splunk, etc.) • Understanding of SQL/NoSQL databases and query troubleshooting • Previous experience in a Level 2 or Level 3 support role Technical Skills: Experience with or ability to quickly learn: • Frontend: Angular framework and single-page application debugging • Backend: GraphQL APIs and Java service architecture • Database: DynamoDB and NoSQL data access patterns • Cloud: AWS services including CloudWatch, ECS, and related infrastructure • Tools: GitLab, Jira, Confluence, browser dev tools, API testing tools • Skills: Log analysis, network traffic analysis, performance troubleshooting The Ideal Candidate Has: • Detective mindset: You love investigative work and won't rest until you understand the root cause • Engineering thinking: You can read code, understand system architecture, and think like a developer • Pattern recognition: You naturally spot connections and trends across seemingly unrelated issues • Smart triage: You have excellent judgment about where issues should go and why • Process discipline: You follow workflows consistently and maintain excellent documentation habits • Clear communication: You can explain technical concepts to both engineers and non-technical stakeholders • Persistence: You don't give up when faced with difficult technical problems • Service orientation: You understand you're supporting both clients (indirectly) and internal teams (directly) • Accountability: You take ownership of your queue and ensure nothing falls through the cracks • Learning agility: You quickly absorb new technical concepts and apply them to investigations Why Join Forta Solutions At Forta Solutions, you will: • Develop deep technical skills while working on complex, meaningful problems • Work with cutting-edge financial technology in a regulated environment • Serve as a critical connector between support and engineering teams • Build expertise in a modern tech stack (Angular, GraphQL, Java, DynamoDB, AWS) • Have real impact on platform stability and client success • Grow your career toward senior support, QA, engineering, or technical leadership roles This role offers a unique opportunity to build both deep technical expertise and cross-functional collaboration skills. You'll be the detective who ensures every complex issue gets the right attention from the right team, making you indispensable to both Client Services and Engineering. If you're someone who gets energized by technical investigation, loves connecting the dots, and wants to be the go-to expert for complex support issues, we'd love to talk with you.