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 resoluti