Technical Support Engineer

About the role

Hawk is building a dedicated technical support function to help customers use its AI‑driven anti‑money‑laundering and fraud detection platform. As a Technical Support Engineer you will work across the full production environment, partnering with customer‑facing and engineering teams to investigate issues, restore service, and continuously improve platform support.

Key responsibilities

• Investigate and resolve complex technical issues across application, infrastructure, and data layers.
• Own support cases from initial triage through resolution, ensuring clear communication and follow‑up.
• Provide technical guidance to customer‑facing teams, enabling them to support customers confidently.
• Identify root causes, reduce repeat incidents, and contribute to continuous improvement of the platform.
• Extract knowledge from engineering, document solutions, and build a reusable knowledge base for self‑service.
• Create tools, guidelines, and patterns that allow common issues to be resolved without escalation.

Required profile

• Strong analytical and problem‑solving abilities.
• Excellent communication skills to convey technical information clearly.
• Ability to work collaboratively with engineering and customer‑facing teams.
• Proactive attitude toward knowledge sharing and process improvement.

Required skills