Technical Support Engineer

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5 days ago

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GraphAware

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Artificial Intelligence • Cybersecurity • Enterprise

GraphAware is a globally-recognized graph technology company that offers a connected data analytics platform called Hume. The platform provides intelligence analysis capabilities by connecting disparate data sources into a single, unified view, enabling advanced analysis and collaborative decision-making. GraphAware Hume is designed to assist various sectors including law enforcement, financial authorities, and national security by leveraging graph analytics for tasks such as fraud prevention, intelligence-led policing, and uncovering hidden patterns and relationships in data. The company's solutions aim to accelerate understanding and enhance safety, security, and trust in society by breaking down data silos and empowering analysts with sophisticated tools for data analysis.

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Manage our technical support function for GraphAware Hume, our graph-powered intelligence platform • Provide advanced technical support to our global customer base, ensuring fast and effective issue resolution while continuously improving support processes and tools • Act as Level 2 (L2) support, independently troubleshooting and resolving reported technical issues, escalating to L3 as needed with complete technical documentation • Lead and coordinate support operations across time zones, ensuring stability, responsiveness, and continuous service improvement • Contribute to support process design, including SLA structures, metrics definition, and team workflows • Collaborate with engineering and product teams to ensure smooth issue resolution, knowledge sharing, and process consistency • Maintain and enhance documentation and internal knowledge bases (KB) for efficient future issue resolution • Provide online technical support to enterprise customers globally • Participate in root cause analysis, monitor recurring issues, and propose improvements to systems and processes

🎯 Requirements

• Very strong analytical, structured, and problem-solving mindset • Excellent communication skills in English (spoken and written) • Cultural awareness and ability to communicate effectively across diverse teams • Demonstrated growth mindset and continuous improvement attitude • Understanding of: JVM applications (basics) • Python (basics) • Frontend/browser inspection tools • REST/HTTP concepts • Support levels, SLAs, and role separation • Importance of documentation and knowledge base practices • Creating, debugging and maintaining Docker compose files • Performing calls against REST APIs • Data manipulation using ETL tools or Python • SQL querying and troubleshooting • Network diagnostics on Linux • Authentication mechanisms (Auth/LDAP,OIDC) • Working with at least one major cloud provider (AWS, Azure, GCP, etc.) • Monitoring and log analysis tools • Using support/ticketing systems (preferably Freshdesk)

🏖️ Benefits

• Remote-first, results-oriented culture: Work autonomously, stay accountable, and focus on outcomes over processes • True flexibility: Work from anywhere in Europe with schedules that balance your life • Knowledge growth: Learn through challenging projects and peer collaboration • Global connections: Build relationships through regular international team meetups • Competitive compensation: Enjoy regular salary reviews that recognise your evolving impact • Equity participation: Share in the company's success through our share scheme program