Support Analyst

About the role

As a Support Analyst, you will serve as the frontline technical and functional expert for customers using the Hawk platform, ensuring a seamless user experience. You will provide expert guidance on rule configuration, user management, workflows, and integration troubleshooting via our ticketing system while collaborating with internal teams to resolve complex issues. Your role requires a proactive problem solver who can communicate effectively with technical and non-technical stakeholders, ensuring high customer satisfaction.

Responsibilities

• Provide timely, high-quality support for customers via our ticketing system, assisting with rule configuration, user management, workflow optimization, and integrations.
• 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 Solution Consulting, Customer Success, Product, and Engineering 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.

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 technical 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.

Preferred Qualifications

• Experience in AML, Fraud Prevention, or Compliance platforms.
• Basic scripting or SQL knowledge to query logs and analyze data.
• Familiarity with cloud-based platforms, APIs, and integrations.
• Previous experience in a SaaS, FinTech, or RegTech company.