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Support Analyst (German Speaking)

Hawk· Customer
Apply on company site
Hybrid (Munich), Hybrid (Berlin)Full-timePosted 7mo ago

About the role

Support Analyst responsible for frontline technical and functional guidance for Hawk customers, focusing on rule configuration, user management, workflows, integrations, and incident resolution, with German and English communication in a highly regulated fintech context.

Responsibilities

  • Provide timely, high-quality support for customers via our ticketing system, assisting with rule configuration, user management, workflow optimization, and integrations.
  • Troubleshoot rule behaviour and configuration issues and investigate why alerts trigger (or don’t) and identifying root causes across data, configuration, and platform behaviour.
  • Diagnose, prioritize, and resolve system errors, collaborating with engineers and product teams to identify root causes and implement fixes.
  • Notify customers of incidents, document root cause analyses in collaboration with engineers, and ensure clear communication throughout the resolution process.
  • Work closely with internal teams to resolve complex issues, escalate critical cases, and relay customer feedback for product improvements.
  • Participate professionally in international video conference calls, providing clear, concise explanations of technical issues and solutions to a diverse customer base.
  • Develop comprehensive documentation for both technical and non-technical users, ensuring clarity in troubleshooting steps, platform functionality, and best practices.
  • Apply your understanding of Fraud Prevention, Compliance, and/or Payments Processing to guide customers effectively in a highly regulated and complex environment.

Qualifications

  • 3+ years of experience in technical support, application support, or a customer-facing technical role.
  • Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent experience).
  • Strong analytical and troubleshooting skills, with the ability to diagnose issues in SaaS applications.
  • Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and monitoring tools.
  • Ability to explain complex technical concepts to both technical and non-technical users.
  • Familiarity with financial crime prevention, fraud detection, compliance, or payments processing is highly desirable.
  • Strong verbal and written communication skills, particularly in a customer-facing role.
  • Highly organized, able to prioritize tasks effectively in a fast-paced environment.
  • Comfortable participating in international calls across multiple time zones.
  • German and English fluency

Skills

Required:Technical support and incident handlingRule configuration and workflow optimizationTroubleshooting and root-cause analysisCustomer communication (German & English)Ticketing systems (Zendesk, Jira, ServiceNow)

Benefits

  • Not specified in the description
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Hawk

Increase your risk coverage. Improve efficiency.

Award-winning AML & CFT technology powered by explainable AI increases your risk coverage, helps you identify more crime, and reduces your false positives.

AMLCFTfinancial crimeexplainable AItransaction monitoringpayment screeningcustomer screeningrisk rating
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