Vacancy details
This is a private vacancy. Company details stay confidential until InVault confirms a serious candidate fit.
- Status
- Active
- Date posted
- 2026-11-15
- Open until
- 2027-02-13
- Employment type
- Full-time
- Source-listed languages
- German; English
- Language requirement
- Required
- Work arrangement
- Hybrid
- Physical workplaces
- Munich, Germany; Berlin, Germany
- Applicant eligibility
- Applicant geography not specified
Overview
Provide German-language customer assistance on a financial-crime technology platform, helping users configure rules, manage access and resolve workflow or integration issues. Coordinate escalated technical investigations with product and engineering teams.
Requirements
- At least three years of experience in technical support, application support or another customer-facing technical role.
- Bachelor's degree in computer science, IT, business or related field, or equivalent experience.
- Fluent written and spoken German and English.
- Strong analytical SaaS troubleshooting, including investigating configuration, data and root-cause errors.
- Experience with ticketing platforms such as Zendesk, Jira or ServiceNow and monitoring tools.
- Ability to explain difficult technical issues to both technical and nontechnical customers.
- Good communication, documentation, prioritization and comfort handling international video calls.
- Prior AML/fraud/compliance platform experience, payment processing domain, cloud/API integrations, fintech, SaaS or RegTech are advantages, not mandatory.
Responsibilities
- Provide frontline ticket-based platform support for AML and fraud software customers.
- Troubleshoot rule and alert behavior, user management, workflows and integration configuration.
- Diagnose platform errors and identify issues in source data, rules or system behavior.
- Coordinate technical escalation and incident communications with engineering and product teams.
- Record root causes and create clear technical and customer-facing documentation.
- Join international customer support discussions in German and English.
- Share recurring customer issues and propose platform workflow improvements.
Conditions
- Full-time hybrid role based in Munich or Berlin, Germany.