Technical Support Specialist (2nd/3rd Line)

DataWalk is the Data and Analytics Platform with an Enterprise Knowledge Graph. DataWalk turns fragmented data into an enterprise knowledge graph - enabling humans and AI to uncover hidden patterns and answer complex multi-hop questions at a population scale. Our system is used by US Departments, Intelligence Agencies, and top Fortune500 companies to combat money laundering, fraud, human trafficking, terrorism, or organized crime. If you are interested in making the world a safer place and leveraging a unique business opportunity, please read further.

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.

Requirements:

This is a remote position with occasional visits to client sites; candidates must be based in Warsaw and fluent in Polish.

• 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).
• Knowledge of AI/LLM technologies and Agentic AI frameworks is a significant asset.
• Minimum 3 years of experience in Technical Support , Service Delivery, IT Specialist or similar with a proven track record.
• Strong analytical mindset with a preference for fact-based communication and logical problem-solving
• Excellent verbal and written communication skills in English and Polish, with the ability to interact professionally with international clients at an expert level.
• Strong customer service orientation combined with the ability to maintain a professional "expert-to-expert" relationship.
• Ability to communicate technical and complex information clearly and concisely, both orally and in writing, to technical and non-technical audiences.
• Demonstrated ability to work independently, manage tasks effectively, and prioritize workload under pressure.
• A strong sense of responsibility and urgency, coupled with a proactive, self-starting approach and a "go the extra mile" attitude to ensure customer success.

We offer:

• 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, with occasional visits in clients offices , in a flexible, independent work environment.