Support Analyst (German Speaking)

• 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.
• Work closely with internal 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.

Your Profile

• 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.
• 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.
• German and English fluency