Support Analyst

About the Company

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally use Hawk’s combination of traditional rules and explainable AI to improve AML compliance and fraud prevention.

Responsibilities

• Provide high-quality support via ticketing systems regarding rule configuration, user management, and integrations
• Troubleshoot rule behavior and investigate alert triggers to identify root causes
• Diagnose and resolve system errors in collaboration with engineering and product teams
• Notify customers of incidents and document root cause analyses
• Participate in international video conference calls to explain technical issues
• Develop documentation for technical and non-technical users
• Apply knowledge of fraud prevention and compliance to guide customers

Requirements

• 3+ years of experience in technical support or application support
• Bachelor’s degree in Computer Science, IT, Business, or equivalent experience
• Strong analytical and troubleshooting skills for SaaS applications
• Experience with ticketing systems like Zendesk, Jira, or ServiceNow
• Ability to explain complex technical concepts to diverse stakeholders
• Fluency in German and English
• Highly organized and able to prioritize in fast-paced environments

Preferred Qualifications

• Experience with AML, Fraud Prevention, or Compliance platforms
• Familiarity with cloud-based platforms, APIs, and integrations
• Previous experience in SaaS, FinTech, or RegTech companies