IT Support Engineer

Social Links is a leading global OSINT company headquartered in the US, integrating data from over 500 open sources—social media, messengers, blockchains, and the Dark Web—to deliver cutting-edge solutions for investigations, compliance, and risk analytics. Our Open Data & AI platform powers hundreds of organizations across 80+ countries.

We’re looking for an L2 Support Engineer who can keep production smooth
and help us make it better tomorrow than it is today. You’ll own day-to-day incident handling, user access requests and monitoring dashboards, while also spotting repetitive pain points and scripting them away. If you’ve ever thought, “Why click three times when a Bash one-liner will do?” - you’re in the right place.

Your Key Responsibilities:

• Triage user tickets (Jira / ServiceDesk)
• Investigate, resolve or escalate L2 issues
• Contribute to post-incident reviews and knowledge-base articles
• Create / modify user accounts, roles and groups (AD / LDAP / IAM).
• Enforce approval workflows and audit trails
• Watch Grafana / Zabbix / Prometheus dashboards during shifts
• Tune alert thresholds to reduce noise
• Help onboard new services to monitoring
• Write small Bash / Python / PowerShell tools for routine tasks (bulk permissions, log grabs, health checks)
• Suggest automation ideas and work with DevOps to implement them
• Flag recurring incidents and propose fixes
• Participate in SRE discussions on SLOs, runbooks and capacity planning
• Keep documentation up to date

What We’re Looking For:

• 1–3 years in technical support / IT operations (L2 or similar)
• Confident Linux command-line skills; basic Windows administration
• Hands-on experience with a monitoring system (Zabbix, Nagios, Icinga, Prometheus, etc.)
• Ability to write and debug simple scripts (Bash or Python; PowerShell is a bonus)
• Understanding of core networking concepts (TCP/IP, DNS, VPN, firewalls)
• Familiarity with ticketing systems and incident workflows
• Clear written & spoken English; able to draft concise incident notes and docs

Nice-to-Have Extras:

• Adding custom exporters / metrics to Prometheus or similar
• Exposure to Git-based CI/CD (GitLab CI, GitHub Actions)
• Basic Docker knowledge or curiosity about containers
• Interest in SRE practices (SLA/SLO, blameless post-mortems)

Why You’ll Like It Here:

• Growth path: Support → Senior Support → SRE Engineer—your automation ideas will get noticed
• Voice & ownership: Small engineering team, low bureaucracy - propose, pilot, ship
• Work with global products and cutting-edge OSINT/AI technologies
• Real impact, clear ownership, and measurable outcomes
• Fully remote work flexibility (excluding Russia and Belarus)
• Engaged, collaborative culture with a startup spirit
• Challenging tasks in a company rapidly becoming an industry leader

Ready for your next big challenge? Join Social Links and shape the future of data-driven intelligence solutions.