Support Analyst (German Speaking)
Description
Hawk, a provider of AI-supported anti-money laundering and fraud detection technology for banks and payment providers, is hiring a Support Analyst. You act as the frontline technical and functional expert for customers on the Hawk platform, giving expert guidance on rule configuration, user management, workflows and integration troubleshooting through the ticketing system. You investigate why alerts trigger or fail to, diagnose and resolve system errors with engineering and product teams, and communicate incidents and root cause analyses to customers. You also write documentation for technical and non-technical users. The role is on-site and requires fluent German and English plus 3+ years in a customer-facing technical role.
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 technical and non-technical users
- Strong verbal and written communication skills in a customer-facing role
- Highly organized and able to prioritize tasks in a fast-paced environment
- Comfortable participating in international calls across multiple time zones
- German and English fluency
Languages
German
C2 · FluentA1A2B1B2C1C2
English
C2 · FluentA1A2B1B2C1C2
Experience Level
InternEntry LevelMid-levelSeniorLeadExecutive
📍 Life in Munich
👥
Population
1.6M
⭐
Quality of Life
9.0
🇬🇧
English Friendly
8.0
💻
Tech Scene
9.0
🌍
International
8.0
🚇
Public Transport
9.0
🚴
Bikeability
8.0
🌬️
Air Quality
7.0
🌳
Green Spaces
8.0
🚗
Car Free
6.0
ℹ️
About Munich
- •Tech hub with strong startup ecosystem
- •Excellent public services
- •Close to Alps
🌤️
Climate
- •Continental climate
- •Cold winters with snow
- •Warm summers
- •Close to Alps
❄️Jan: 0°C☀️Jul: 19°C📅Avg: 9°C
☀️1900 sunshine hours/year
🛡️
Safety
- •Safest major city in Germany
- •Very low violent crime
- •Occasional pickpocketing
Overall:9.0
🏥
Healthcare
- •World-class hospitals
- •Short wait times
- •Comprehensive coverage
Quality: 10.0Access: 9.0
🎭
Culture
- •Rich arts scene
- •World-famous museums
- •Strong music tradition
🎉
Nightlife
- •Vibrant beer gardens
- •Clubs
- •Cultural events
🏞️
Recreation
- •Parks
- •English Garden
- •Alps nearby
💰
Cost of Living
- •Most expensive city in Germany
- •High salaries compensate somewhat
🏠 Rent (1BR center):€1650
⚡ Utilities:€250
🛒 Groceries:€350
🍽️ Dining out:€22
Munich-based AI-powered AML, transaction monitoring, screening and fraud-prevention SaaS for banks, fintechs, neobanks, payment companies, and crypto platforms. In Jan 2026 launched Analytics Studio for AI-driven fraud/AML; uses explainable ML to cut false positives. Rebranded from HAWK:AI.
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€per year
€20k€250k
Your situation in Germany
The default for anyone single, divorced or widowed.
Only changes the church tax rate — 8% in Bavaria and Baden-Württemberg, 9% everywhere else.
Childless employees over 23 pay a higher Pflegeversicherung (care insurance) rate.