Support Engineer at Social Links

About this role

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. Originally posted on Himalayas