Platform Support Specialist — SaaS & FinTech

theDeveloper | IT em Portugal; Indiana (PA); On-site; USD 70,000 - 100,000; Full time

Job summary

theDeveloper | IT em Portugal is seeking a Support Analyst to serve as the frontline technical and functional expert for Hawk customers, guiding rule configuration, user management, workflows, and integrations via our ticketing system.

You will diagnose issues with a proactive approach, collaborate with engineers and product teams, and communicate clearly across time zones to ensure high customer satisfaction.

Qualifications

• 3+ years in technical or customer-facing support.
• Bachelor’s degree or equivalent experience.
• Strong analytical and troubleshooting skills in SaaS.
• Experience with Zendesk, Jira, ServiceNow.
• Able to explain technical concepts to non-technical users.
• Familiarity with fraud prevention or payments processing is desirable.
• Strong communication and organizational skills in a fast-paced environment.

Responsibilities

• Provide timely, high-quality support for customers via 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 with engineers, and ensure clear communication during resolution.
• Work with Solution Consulting, Customer Success, Product, and Engineering teams to resolve complex issues and relay customer feedback.
• Participate in international video conference calls, explaining technical issues clearly to diverse customers.
• Develop documentation for technical and non-technical users, detailing troubleshooting steps and platform functionality.
• Apply knowledge of Fraud Prevention, Compliance, and/or Payments Processing to guide customers in a regulated environment.

Skills

Customer support

SaaS

Troubleshooting

Communication

Education

Bachelor's degree in CS/IT/Business or related field

Tools

Zendesk

Jira

ServiceNow

Job description

theDeveloper | IT em Portugal is seeking a Support Analyst to serve as the frontline technical and functional expert for Hawk customers, guiding rule configuration, user management, workflows, and integrations via our ticketing system.

You will diagnose issues with a proactive approach, collaborate with engineers and product teams, and communicate clearly across time zones to ensure high customer satisfaction.