SaaS Support Analyst — Fraud, Integrations & Compliance

theDeveloper | IT em Portugal; Indiana (PA); On-site; USD 55,000 - 90,000; Full time

Job summary

TheDeveloper is seeking a Support Analyst to be the frontline expert for customers using the Hawk platform, guiding rule configuration, user management, workflows, and integrations to ensure a seamless experience and high satisfaction.

You will diagnose and resolve system issues, communicate with both technical and non-technical stakeholders, and collaborate with Engineering, Product, and Customer Success teams.

Qualifications

• 3+ years in technical or application support.
• Bachelor’s degree or equivalent experience in CS/IT/Business.
• Experience with ticketing systems (Zendesk/Jira/ServiceNow) and monitoring tools.
• Ability to explain technical concepts to both technical and non-technical users.
• Familiarity with fraud prevention, compliance, or payments processing is desirable.

Responsibilities

• Provide timely, high-quality support for customers via our 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 in collaboration with engineers, and ensure clear communication throughout the resolution process.
• Work closely with Solution Consulting, Customer Success, Product, and Engineering teams to resolve complex issues, elevate 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.

Skills

3+ years experience

Strong communication

SaaS troubleshooting

Zendesk

Jira

ServiceNow

Explain technical concepts

Fraud prevention knowledge

Education

Bachelor's degree in Computer Science/Information Technology/Business

Tools

Zendesk

Jira

ServiceNow

Job description

TheDeveloper is seeking a Support Analyst to be the frontline expert for customers using the Hawk platform, guiding rule configuration, user management, workflows, and integrations to ensure a seamless experience and high satisfaction.

You will diagnose and resolve system issues, communicate with both technical and non-technical stakeholders, and collaborate with Engineering, Product, and Customer Success teams.