Support Engineer

Description

Ciklum is looking for a Support Engineer to join our team full-time in Ukraine.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Are you looking to advance a career in customer service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news! Our client is looking for a Technical Support Specialist to join their team. Reporting directly to the Technical Support Manager, the Technical Support Specialist will perform first level technical support services for all technology-based commercial services (customer facing solutions). This role will be responding directly to customers' support queries. The Technical Support Specialist will follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solution or capability based on those needs. In handling of reported incidents, thorough symptom assessment will be employed to establish the root cause. Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate.

Responsibilities:

• Ensuring service is provided in accordance with our client's Service Desk Operating Procedures and adheres to defined Service Level Agreements
• Actively seeking to understand the customer’s needs and/or the root cause of the current inbound request
• Acting as a customer advocate and seeking to take ownership of customer inbound requests through resolution
• Managing inbound requests from customers
• Resolving assigned customer inbound requests within established service levels and balancing workload
• Monitoring, balancing, and helping to resolve functional escalations from agents in partner locations
• Actively participating in the Customer Community of our client
• Continuously striving to become a subject matter expert in all customer facing applications and internal service desk tools and technologies
• Following established protocols to escalate appropriate requests to more advanced functions within the service model
• Providing after-hours support for priority incidents as needed

Requirements

• Two-year degree in a technical curriculum preferred
• 1+ years of experience with technical support or equivalent is required
• 1+ years of experience in a call center environment or equivalent is required

Desirable:

• Excellent analytical and interpersonal skills
• Exceptional oral and written communication skills
• Solid teamwork qualities and ability to work effectively in a matrix environment
• Excellent technology problem-solving skills
• Experience in any of the following a plus:
  • XML and Web Services solutions
  • Database, SQL, JavaScript and HTML/CSS
  • Working knowledge of AS2

Benefits

• Strong community: Work alongside top professionals in a friendly, open-door environment
• Growth focus: Take on large-scale projects with a global impact and expand your expertise
• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
• Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies
• Flexibility: Enjoy radical flexibility – work remotely or from an office, your choice

About us:

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.

As one of Ukraine’s largest IT companies and a top employer recognized by Forbes, we’ve spent over 20 years delivering meaningful tech solutions. We proudly support diverse talent and military veterans, recognizing their unique skills and perspectives they bring to shaping the future.

Explore, empower, engineer with Ciklum!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.