Technical Support Engineer

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

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 Technical Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow. Our Support Center’s goal is to provide customers with a top-class assistance. We are looking for service-oriented specialist with excellent English language and excellent communication skills. You should be interested in IT in general and be ready to learn about new products and constantly improve your technical knowledge.

Responsibilities:

• Provide first level technical support and preliminary investigation to customer issues and service requests
• Understand and analyze requests, react quickly
• Manage and track customers issues
• Troubleshoot customer issues primarily by frontal sessions
• Develop and review content for the company's knowledge base
• Respond to customers' request (in quick and efficient manner)
• Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
• Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
• Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
• Thoroughly documents all issues, develops and reviews content for knowledge base
• Help develop and implement a web based support initiatives including knowledge bases, technical and modeling techniques and documentation
• Understand and analyze customers' problem, find appropriate and acceptable solutions
• Check the status of the problem until it is solved
• Update the documentation

Requirements:

• 2-4 years of experience in IT, Enterprise\Datacenter software or SaaS solutions support
• Knowledge of TCP/IP, DNS and other networking concepts
• Customer focused and team oriented
• Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
• Strong ability to combine monitoring function and other ongoing processes
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
• Excellent interpersonal soft skills
• Excellent team work ability
• Willingness to work flexible hours to help cover different time zones
• Excellent English, both written and speaking skills are required
• Service oriented with desire to help people
• Push the matter through
• Detail oriented, reliable, stress resistant
• Responsible, initiative, multitasking, self-organized, eager to learn
• Able to plan your own time
• Shift work
• Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
• Experience with Jira, Confluence, Salesforce

Desirable:

• Experience with virtualization technology (VMWare/Hyper-V/AWS)
• Previous relevant technical experience
• Technical certification/Academic degree

What`s in it for you?

• Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and Mental Health programs. We also provide you with meal vouchers to fuel your mind and body
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Pluralsight licenses, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
• Flexibility: Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
• Opportunities: we value our specialists and always find the best options for them
• Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Seize global opportunities by working with us!

Enjoy our robust experience in various domains, a caring attitude and incredible team spirit.

Together we will grow our business in Romania and globally!

Be bold, not bored!

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