[Hiring] Senior Support Engineer @Ciklum

Role Description

Ciklum is looking for a Senior Support Engineer to join our team full-time in Ukraine. As a Senior Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow. Our client is a credential management software package that solves several interconnected tasks that are important for customers of medium and large businesses:

• Ensuring that only certain users have access to company data and technological resources.
• Compliance with legal requirements in the field of data protection.

Responsibilities

• Respond to customer requests in a timely and efficient manner.
• Service Desk management.
• Understand and analyze customer issues and identify appropriate and acceptable solutions.
• Resolve issues directly whenever possible; otherwise, escalate them through the ticketing system to developers or the next level of support.
• Monitor the status of reported issues until they are resolved.
• Help develop and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation.
• Maintain and update documentation.
• Communicate with customers via email, voice, and conference calls.
• Complete ongoing tasks while meeting established deadlines.

Qualifications

• Basic technical background; IT education or relevant courses will be a plus.
• Experience with Active Directory, Exchange Server, SQL Server, and Windows Server.
• Good knowledge of PC-based systems and standard IT tools.
• Ability to understand and analyze requests and respond quickly.
• Excellent command of written and spoken English.
• Service-oriented mindset and a strong desire to help people.
• Strong ownership and ability to drive issues through to resolution.
• Detail-oriented, reliable, and able to work effectively under pressure.
• Responsible, proactive, self-organized, and able to multitask.
• Ability to plan and manage your own time effectively.
• Strong research, diagnostic, and troubleshooting skills, with the ability to identify and implement solutions to system issues.
• Understanding of standard support procedures, including proper reporting, escalation, and follow-up.
• Ability to meet deadlines consistently.
• Willingness to work in shifts (morning–day, day–evening, evening–night).
• Eagerness to learn and develop.

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.
• Care: We’ve got you covered with company-paid medical insurance, mental health support, and financial & legal consultations.