Technical Support Specialist (2nd/3rd Line), Poland
Who we are
DataWalk is a high-tech software product company that brings the next level of technology to the world through a patent-based hybrid graph analytical platform. Our system is used by US Departments, Intelligence Agencies, and top Fortune 500 companies to combat money laundering, fraud, human trafficking, terrorism and organized crime.
If you are interested in making the world a safer place and want to leverage a unique business opportunity, we’d love to hear from you.
We are looking for a committed high performer who will join our team for the Technical Support Specialist (2nd/3rd Line).
As a Technical Support Specialist (2nd/3rd Line), you will act as a high-level technical expert. This is not a standard “helpdesk” role; you won’t be handling basic queries like password resets. Instead, you will focus on in-depth troubleshooting across the full stack – from the underlying layers (containers) to the DataWalk platform functionalities. You will be the primary technical partner for certified Administrators and System Engineers from global sectors, banking, law enforcement, and public safety.
We are looking for independent, proactive and well-organized specialists with an analytical mindset and a strong command of English. This is an excellent career development opportunity to join a high-growth organization and work with a sophisticated analytical platform.
Responsibilities:
- Acting as the sole point of technical contact for certified Ticket Requestors (Super Analysts, System Engineers, and Administrators) to diagnose platform issues, resolve errors, and provide expert guidance on analytical platform features.
- Managing the full lifecycle of Incidents and Problems, ensuring all actions and responses strictly adhere to defined contractual SLAs.
- Engaging with authorized technical personnel via ticketing systems and business communication tools (e.g., GoogleMeet, MS Teams).
- Escalating unresolved structural issues to other DataWalk teams with comprehensive technical documentation and root-cause analysis.
- Preparing comprehensive and accurate documentation.
- Working patterns: rotational on-call system to support our global clients and contractual SLAs.
- Solid understanding of general IT concepts and a broad range of technical abilities.
- Proven experience in UNIX/Linux system administration, user management, and file system understanding.
- Strong skillset in at least two of the following:SQL,
- Scripting languages (e.g., Bash, Python),
- REST API,
- Containerization (Docker/Kubernetes).
- Direct impact on the global expansion of the fast growing investigative analytics company with global ambitions.
- A competitive salary and an attractive package of benefits (private healthcare, life insurance, multisport cards, training).
- Growth opportunities in a dedicated and passionate team of professionals.
- A challenging and inspiring environment.
- Work remotely in a flexible, independent work environment.