Support Analyst (FinTech)

Location: On-site in Munich or Berlin, Germany

Company

hirify.global provides AI-supported anti-money laundering and fraud detection technology for banks and payment providers.

What you will do

• Provide technical and functional customer support through a ticketing system, covering rule configuration, user management, workflows, and integrations.
• Troubleshoot rule behavior, alert triggers, configuration issues, data problems, and platform behavior.
• Diagnose, prioritize, and resolve system errors in collaboration with engineering and product teams.
• Communicate incidents, document root-cause analyses, and keep customers informed throughout issue resolution.
• Participate in international calls and explain technical issues and solutions to technical and non-technical stakeholders.
• Create documentation covering troubleshooting procedures, platform functionality, and best practices.

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, including diagnosing SaaS application issues.
• Experience with ticketing systems such as Zendesk, Jira, or ServiceNow, as well as monitoring tools.
• Ability to explain complex technical concepts clearly to technical and non-technical users.
• Fluency in German and English and availability for international calls across multiple time zones.

Nice to have

• Experience with AML, fraud prevention, compliance, or payments processing.
• Familiarity with cloud platforms, APIs, and integrations.
• Experience in a SaaS, FinTech, or RegTech company.

Culture & Benefits

• Work in a culture based on mutual trust, support, and passion.
• Contribute to technology used in the fight against money laundering, fraud, and terrorist financing.
• Opportunities for professional growth and meaningful product impact.