Application Support Specialist

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 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 leverage a unique business opportunity, please read further.

We are looking for a committed high performer who will join our team for the Application Support Specialist.

This is a remote position with up to 15% travel per year to our client's office in Warsaw, requiring a commute of 60 minutes or less.

As a Application Support Specialist, you will be responsible for delivering direct support to end-users, both on clients and partners side.

Your primary focus will be in-depth troubleshooting, diagnosing problems across various levels—from the underlying Linux/database layer up through the DataWalk platform—covering both technical configurations and solution functionality. We are looking for independent, proactive and well-organized individuals who will be engaged in running diagnostics on the DataWalk analytical platform, finding solutions for technical issues, or escalating to the other groups within DataWalk. As a support engineer, you will represent the company by directly engaging with clients from diverse global sectors including banking, financial institutions, law enforcement, and public safety.

We are looking for an individual with a very good command of English, excellent communication and problem-solving skills. This is an excellent career development movement for a professional individual to join a high tech company with a fast-moving environment and excellent development prospects.

You will provide assistance to all types of DataWalk platform users in the following areas:

• providing support in using analytical features of the application and managing the core model;

• configuring the application features, data import, user management, application troubleshooting;

• system troubleshooting, backups, updates, and upgrades.

Responsibilities:

• Providing excellent customer service via phone and email to DataWalk clients and partners across the globe.

• Incident / Problem management, ensuring all SLA’s are met through timely resolution and effective communication.

• Supporting users in the use of DataWalk platform, including answering technical inquiries.

• Providing support in software configuration and upgrades.

• Assist in the testing and development of new system versions.

• Preparing comprehensive and accurate documentation.

• Covering on-call support.

• Commuting of 60 minutes or less to our client's office for up to 15% of the year.

Requirements:

• Minimum 3 years of experience within support, service delivery, IT specialist or similar with a proven track of record.

• Solid foundation in general IT concepts and a good range of technical abilities.

• Proven experience in UNIX/Linux system administration, including using the CLI, user management, and file system understanding.

• Strong skillset in one of the following: SQL, Scripting languages (e.g., Bash, Python), REST API, Containerization (Docker/Kubernetes).

• Excellent verbal and written communication skills in English and Polish language, capable of interacting professionally with international clients.

• Very good interpersonal skills with a strong customer service orientation.

• 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 in a well-organized manner.

• Strong sense of responsibility and urgency, coupled with good time management skills and a proactive, self-starting approach.

• Customer-focused, team player prepared to go the extra mile to deliver service to the customer.

We offer:

• Work in a high tech company with Polish-American work culture and an excellent development perspective.

• Work on a product based on a unique technology.

• Growth opportunities in a passionate team of professionals.

• Challenging and inspiring environment.

• Friendly atmosphere and attractive package of benefits (private healthcare, life insurance, multisport cards, training).