Technical Support Engineer

It's you who can make an impact! Join our dynamic team as Senior Support Engineer and shape tomorrow's innovations! It is the dream job for those passionate about Support and crave a vibrant team atmosphere. Apply yourself or drop us a line if you know someone who fits the role. Let's enjoy the engineering and vibrant international environment together!

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 Senior Support Engineer, you'll become a part of a cross-functional development team engineering experience of tomorrow. On behalf of Ciklum is looking for a Technical Support Engineer to join the team on a full-time basis. Our Support Center’s goal is to provide customers with top-class assistance. We are looking for a 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. A technology company that specializes in providing software solutions for data protection and disaster recovery. Their products help businesses ensure business continuity by enabling fast recovery from cyberattacks, system failures, and other disruptions, particularly in virtualized and cloud environments.

Responsibilities:

• Provide first-level technical support, analyze customer issues, and manage service requests via web portal, phone, and email
• Troubleshoot and investigate technical problems, often through direct sessions with customers, ensuring quick and effective resolution
• Collaborate with internal teams (Support, QA, Development, Account Teams) to resolve complex issues and deliver comprehensive solutions
• Maintain detailed case documentation, including status updates and resolutions, while contributing to the company’s knowledge base
• Manage and prioritize support cases, set customer expectations, and monitor progress through to resolution
• Support the development of self-service tools, including web-based support resources, documentation, and knowledge-sharing initiatives

Requirements:

• 5-7 years of experience in IT support, particularly in Enterprise, Datacenter software, or SaaS environments
• Strong technical knowledge of networking concepts such as TCP/IP and DNS, along with experience using tools like Jira, Confluence, and Salesforce
• Excellent troubleshooting skills with a proactive and customer-focused mindset, capable of diagnosing and resolving complex system issues
• Outstanding soft skills, including teamwork, communication, and a service-oriented attitude with a strong desire to help others
• Highly organized and self-motivated, able to manage multiple tasks, plan time effectively, and work independently under pressure
• Flexible and reliable, willing to work in shifts and across time zones, with a solid understanding of support procedures and escalation processes

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, 5 undocumented sick-leave days per year
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, 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
• Long-term employment with 20 working-days paid vacation and local bank holidays
• Flexibility: 100% remote work mode
• 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:

Ciklum is a global company entering Latin America and building a new delivery center here. Become a part of the big story created right now.

Boost your skills and knowledge: create and innovate side by side with like-minded professionals on a global scale.

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.