Support Analyst (German Speaking)

Hawk
Munich
Workplace: RemoteFull timeFunction: Product ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer-service","Documentation","Time management"]

Support Analyst at Hawk provides frontline technical and functional expertise for customers using the Hawk platform, guiding rule configuration, user management, workflows, and integrations. You’ll troubleshoot alerts, coordinate with engineers, and communicate clearly in German and English, to ensure a seamless and compliant customer experience in a highly regulated FinTech environment.

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Hawk
Hawk
5 months ago

Support Analyst (German Speaking)

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Last checked: 5 hours agoStatus: Live

Job Summary

Support Analyst at Hawk provides frontline technical and functional expertise for customers using the Hawk platform, guiding rule configuration, user management, workflows, and integrations. You’ll troubleshoot alerts, coordinate with engineers, and communicate clearly in German and English, to ensure a seamless and compliant customer experience in a highly regulated FinTech environment.
Location: Munich
Workplace: Remote
Employment Type: Full time
Job Function: Product Management

Key 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.
  • •Develop comprehensive documentation for both technical and non-technical users, ensuring clarity in troubleshooting steps, platform functionality, and best practices.

Key Requirements

  • •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.
  • •German and English fluency
Experience:3+ yearsFinancial technologyRegTechFraud preventionAML
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer-serviceDocumentationTime management
Languages:GermanEnglish
Tech Stack:ZendeskJiraServiceNowSaaS

Company Brief

Hawk
Hawk provides cloud‑native, explainable AI solutions for anti‑money laundering, sanctions screening and fraud prevention, helping banks, payment providers and fintechs detect financial crime in real time and reduce false positives.
Industry: RegTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series C
Headquarters: Munich, Germany
Founded: 2018
Glassdoor
Glassdoor: 3.5
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