Technical Support Engineer

About Us 

Hawk is the leading provider of AI-supported anti-money laundering and fraud detection technology. Banks and payment providers globally are using Hawk’s powerful combination of traditional rules and explainable AI to improve the effectiveness of their AML compliance and fraud prevention by identifying more crime while maximizing efficiency by reducing false positives. With our solution, we are playing a vital role in the global fight against Money Laundering, Fraud, or the financing of terrorism. We offer a culture of mutual trust, support and passion – while providing individuals with opportunities to grow professionally and make a difference in the world. 

Why this role exists

As Hawk grows, more customers rely on our platform across both SaaS and Customer Cloud environments. With that growth, the demand for fast, accurate technical support increases across customer-facing and internal teams.

Today, too much of this relies on direct engineering involvement. Resolution can take longer than it should, knowledge is not consistently captured, and we haven’t yet enabled strong self-service for common issues or repeat questions.

We are building a dedicated technical support function to change that.

This role exists to help establish a high-performing support capability that resolves complex issues quickly, partners effectively with customer-facing teams, and builds the knowledge, tooling, and patterns that make support scalable. You will help turn support into a structured, reliable, and self-service-driven function.

What you’ll do

You will work across the full production environment, partnering with customer-facing and engineering teams to investigate issues, restore service, and continuously improve how the platform is supported.

Investigate and resolve complex issues

• Debug across application, infrastructure, and data layers to identify root causes and restore service quickly.

Own issues end-to-end

• Take responsibility from initial triage through to resolution and follow-up. Drive clarity, momentum, and communication at every step.

Enable customer-facing teams

• Act as the technical backbone for support cases. Provide clear answers and guidance so others can support customers with confidence.

Improve resolution quality and speed

• Solve problems properly, not just quickly. Reduce repeat issues by addressing root causes and closing gaps.

Build and scale the knowledge base

• Actively extract knowledge from engineering by asking the right questions, understanding how the system really works, and capturing it clearly.

• Turn this into reusable content that supports self-service, reduces repeat questions, and streamlines RFP and due diligence responses.

Drive self-service adoption

• Create tools, guidance, and patterns that allow common issues to be resolved without escalation.

Work closely with engineering and platform teams

• Partner on deep technical issues, bringing clear context and evidence.

• Learn from each interaction and turn that knowledge into repeatable solutions that reduce future interruptions.

Support incident management and post-mortems

• Play an active role during incidents and ensure follow-ups lead to real improvements, not just documentation.

What good looks like

• Customer-facing teams resolve more issues without escalation

• A strong, trusted knowledge base reduces repeat questions and speeds up RFP responses

• Issues are resolved quickly and don’t keep coming back

• Engineering interruptions reduce over time

• Customers get clear, confident, and timely answers

• Support becomes a trusted, high-signal function across the business

What you’ll need

• Strong debugging skills across distributed systems

• Experience working with cloud environments and Kubernetes

• Ability to read logs, metrics, and traces to understand system behaviour

• Solid understanding of APIs, databases, and system interactions

• Clear, structured thinking under pressure

• Strong collaboration skills across teams

• Ownership mindset; you take problems through to resolution

Nice to have

• Experience in a second-line or production support role

• Familiarity with tools like Grafana, Sentry, OpenSearch, or similar

• Experience with incident management and post-mortems

• Exposure to enterprise or regulated environments

How we work

• We solve problems properly, not temporarily

• We enable others rather than creating dependency

• We write things down so others don’t have to rediscover them

• We reduce noise and protect the engineering focus

• We take ownership from start to finish
  

The opportunity

This function is being built now.

You will work closely with the team lead to shape how support operates; how we partner with the wider organisation, how we resolve issues, how we build knowledge, and how we enable self-service at scale.

Done well, this team improves customer experience, reduces operational load on engineering, and becomes a critical part of how Hawk scales.