Location
Remote from anywhere in the world, excluding Russia and Belarus; working-day start around 12:00–13:00 CET/CEST for team and customer overlap.
Salary
Up to $2,500 gross per month.
Company
Global OSINT company headquartered in the US, developing AI-powered products that collect and analyze data from more than 500 open sources, including social media, messengers, blockchains, and the dark web, for investigators, compliance teams, security professionals, law enforcement agencies, and enterprise organizations.
What you will do
•Provide technical customer support through a ticketing system, prioritizing, resolving, or escalating requests according to SLAs.
•Investigate product issues, troubleshoot API usage and access problems, reproduce errors, collect diagnostic information, and document findings.
•Handle questions about product functionality, APIs, accounts, licenses, and other support matters.
•Collaborate with Development, Product, Sales, and Customer Success to coordinate resolutions and communicate customer updates.
•Support customer-facing teams with technical guidance and product information.
•Maintain support documentation and identify recurring issues, product limitations, and workflow improvements.
Requirements
•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 diagnostic information.
•Basic understanding of APIs, HTTP requests, and JSON, with hands-on experience in Postman or a similar tool.
•Experience with ticketing systems such as Jira, Zendesk, or similar, and with following SLAs.
•Experience maintaining technical documentation, knowledge bases, and internal support procedures.
•Ability to prioritize and manage multiple tickets, escalate complex issues, and work independently with cross-functional teams.
•Strong analytical, problem-solving, organizational, and communication skills with attention to detail.
•Willingness to identify process improvements and contribute ideas to enhance support workflows and service quality.
•English at 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 using Confluence and Jira in daily support workflows.
•Russian at B2+ level.
Culture & Benefits
•Remote-first work from anywhere in the world, excluding Russia and Belarus.
•Full-time 5/2 schedule with a predictable working day starting around 12:00–13:00 CET/CEST.
•Ownership from day one, with work affecting product reliability for law enforcement and enterprise customers in more than 80 countries.
•Collaborative team with a startup spirit and a clear path for growth.
•Technically challenging work at the intersection of OSINT, AI, and cyber intelligence.
