Support Analyst (German Speaking)

As a Support Analyst at Hawk, you are the frontline expert for customers using the platform, guiding rule configuration, user management, workflows, and integrations. You troubleshoot alerts, diagnose issues, and coordinate with engineers to apply fixes. You communicate clearly to diverse stakeholders in German and English and document root causes for continuous improvement. You help customers operate in a regulated, fast-paced environment, shaping a seamless user experience.

• Provide timely, high-quality customer support via the ticketing system, focusing on rule configuration, user management, workflows, and integrations
• Troubleshoot rule behavior and alert logic, identify root causes across data and platform configurations
• Diagnose and prioritize system errors, collaborating with engineers to implement fixes
• Notify customers about incidents and document root cause analyses with engineers
• Collaborate with internal teams to resolve complex issues and relay customer feedback for product improvements
• Participate in international calls with clear technical explanations to a diverse audience
• Develop documentation for technical and non-technical users covering troubleshooting steps and platform functionality
• Apply understanding of Fraud Prevention, Compliance, and Payments Processing to guide customers in regulated environments

• 3+ years in technical or customer-facing technical support
• Bachelor’s degree in Computer Science, Information Technology, Business, or related field (or equivalent)
• Strong analytical and troubleshooting skills for SaaS applications
• Experience with ticketing systems (Zendesk, Jira, ServiceNow) and monitoring tools
• Ability to explain complex technical concepts to technical and non-technical users
• Familiarity with financial crime prevention, fraud detection, compliance, or payments processing (desirable)
• Strong verbal and written communication in customer-facing roles
• Highly organized with ability to prioritize in a fast-paced setting
• Willingness to participate in international calls across multiple time zones
• German and English fluency

• Strong communication
• Problem-solving mindset
• Organizational skills
• Zendesk
• Jira
• ServiceNow