About the company
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+.
Responsibilities
•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
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 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
Conditions
•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
