Support Engineer

We are a global OSINT company headquartered in the US, empowering investigators, compliance teams, and security professionals with cutting-edge AI-powered products. Our technology collects and analyzes massive volumes of data from 500+ open sources: social media, messengers, blockchains, and the dark web, to support data-driven investigations and decision-making. Our customers include law enforcement agencies and enterprise organizations across 80+ countries. Social Links is scaling rapidly with the ambition of becoming a unicorn valued at $1B+. We are looking for a Support Engineer to join our Support team. You will own technical customer requests end-to-end: investigating product issues, troubleshooting API and access problems, and working closely with Development, Product, and Customer Success to resolve them within SLA. Your Tasks Will Be - Providing timely and effective technical support to customers through the ticketing system, ensuring requests are tracked, prioritized, resolved, or escalated in accordance with established SLAs - Investigating and troubleshooting product-related issues: identifying potential causes, gathering relevant technical information, and documenting findings to support efficient resolution - Handling customer inquiries related to product functionality, API usage, account access, licenses, and other support matters - Collaborating with internal teams, including Development, Product, Sales, and Customer Success, to investigate issues, coordinate resolutions, and communicate updates to customers - Supporting internal customer-facing teams with technical guidance, product-related information, and assistance with customer requests - Maintaining and updating support documentation, troubleshooting guides, standard operating procedures, and knowledge base articles - Identifying recurring issues, product limitations, and customer feedback, and sharing relevant insights with internal teams to support continuous product and process improvement What We're Looking For - 2+ years of experience in customer or technical support, preferably in a B2B SaaS or technology environment - Ability to troubleshoot technical issues, analyze customer reports, reproduce problems, and collect relevant diagnostic information - Basic understanding of APIs, HTTP requests, and JSON, with hands-on experience in Postman or similar tools - Experience working with ticketing systems (Jira, Zendesk, or similar) and following SLAs - Experience working with technical documentation, knowledge bases, and internal support procedures - Ability to prioritize requests, manage multiple tickets simultaneously, and escalate complex issues effectively - Strong analytical, problem-solving, and organizational skills, with attention to detail - Ability to work independently while collaborating effectively with cross-functional teams, including developers and customer-facing departments - Willingness to identify process improvement opportunities and contribute ideas to enhance support workflows and service quality - English: B2 level or higher, with strong written and verbal communication skills Nice to Have - Practical experience with PostgreSQL and MongoDB for basic data checks - Experience with Confluence and Jira as part of daily support workflows - Russian: B2+ level What We Offer - Remote-first setup: work from anywhere in the world (excluding Russia and Belarus) - Predictable schedule: full-time, 5/2, with the working day starting around 12:00–13:00 CET/CEST for overlap with the team and customers - Real ownership from day one: your work directly affects product reliability for law enforcement and enterprise customers in 80+ countries - A collaborative team with a startup spirit and a clear path to grow - Work on a technically challenging, fast-growing product at the intersection of OSINT, AI, and cyber intelligence We are an equal-opportunity employer and are committed to fostering a diverse and inclusive environment for all candidates.