Support Analyst (German Speaking)

About This Opportunity

We are representing a confidential fintech organization seeking a Support Analyst fluent in German to join their team in Munich. Our client provides sophisticated compliance and fraud detection solutions to financial institutions globally, playing a critical role in protecting the financial system. This position offers the opportunity to work at the intersection of technology and regulatory compliance while supporting customers across Europe.

Responsibilities

• Deliver timely, high-quality technical support to customers through the ticketing system, addressing questions about rule configuration, user management, workflow optimization, and system integrations
• Troubleshoot rule behavior and configuration challenges, investigating alert triggers and identifying root causes across data, configuration, and platform functionality
• Diagnose, prioritize, and resolve system errors in collaboration with engineering and product teams to implement effective fixes
• Communicate incident notifications to customers, document root cause analyses alongside engineers, and maintain transparent communication throughout resolution processes
• Collaborate with cross-functional internal teams to resolve complex technical issues, escalate critical cases appropriately, and channel customer feedback into product improvements
• Participate professionally in international video conferences, providing clear technical explanations to diverse customer audiences
• Create comprehensive documentation for technical and non-technical users, covering troubleshooting procedures, platform functionality, and best practices
• Apply domain knowledge of fraud prevention, compliance, and payments processing to guide customers effectively in a regulated environment

What We're Looking For

• 3+ years of experience in technical support, application support, or customer-facing technical roles
• Bachelor's degree in Computer Science, Information Technology, Business, or related field (or equivalent practical experience)
• Strong analytical and troubleshooting capabilities with proven ability to diagnose issues in SaaS applications
• Hands-on experience with ticketing systems such as Zendesk, Jira, or ServiceNow, plus monitoring tools
• Excellent ability to explain complex technical concepts to both technical and non-technical audiences
• Understanding of financial crime prevention, fraud detection, compliance, or payments processing is highly desirable
• Outstanding verbal and written communication skills in customer-facing contexts
• Highly organized with strong prioritization skills in fast-paced environments
• Comfortable participating in international calls across multiple time zones
• Fluency in both German and English is required
• Preferred: Experience with AML, fraud prevention, or compliance platforms; familiarity with cloud-based platforms, APIs, and integrations; background in SaaS, fintech, or regtech companies

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and ensure alignment with the role requirements. We then submit qualified candidates to our client for their consideration. Please do not attempt to contact the client directly, as all communication is managed through our recruiting process to ensure a professional and organized experience for everyone involved.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our recruitment process.