Support engineer in OSINT

SL KG; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote-first policy

Global team environment

Competitive salary

Job summary

SL KG ищет опытного специалиста по поддержке клиентов и технической поддержке для глобального рынка. Ваша роль — обеспечивать качественную поддержку через тикеты, выявлять и устранять проблемы, работать с API и документацией, сотрудничать с командами разработки, продаж и успеха клиентов.

Требуется минимум 2 года опыта, уверенное владение англ. языком и способность работать в многофункциональной среде. Удаленная работа, глобальная команда, гибкий график и возможность влиять на надежность продукта.

Qualifications

• 2+ года опыта в клиентской или технической поддержке в B2B SaaS/технологической среде.

Responsibilities

• Обеспечение своевременной и эффективной технической поддержки клиентов через тикет-систему, контроль запросов и их решение в соответствии с SLA.

Skills

Customer support

Technical troubleshooting

Cross-functional collaboration

English communication

Analytical thinking

Tools

Postman

Jira

Zendesk

Confluence

MongoDB

PostgreSQL

Job description

Описание

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+.

Задачи

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

Требования

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 elevate 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 Будет плюсом: Practical experience with PostgreSQL and MongoDB for basic data checks; Experience with Confluence and Jira as part of daily support workflows; Russian: B2+ level

Условия

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