Support Analyst

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA.We’re proud to be recognized by top industry analysts as a Leader and Strong Performer in multiple Gartner and Forrester reports.In 2025, Creatio was named to Inc.’s Best Workplaces list, recognizing our commitment to employee wellbeing and a strong workplace culture.Who We’re Looking For:Support Analyst to join our Global Customer Support Team. This role focuses on in-depth analysis, diagnosis, and resolution of complex user cases related to the Creatio product line, as well as continuous knowledge sharing and collaboration with internal technical teams.The role is based in Ukraine.Responsibilities:Technical Case Analysis & ResolutionMonitor the team’s support queue and proactively take cases into workAnalyze and diagnose incoming technical and functional issuesResolve user cases related to Creatio product functionalityImplement technical tasks such as building business processes, configuring integrations, and adjusting system behaviorProvide clear algorithms and recommendations for implementing additional business logicIdentify product issues and collaborate with development teams by submitting detailed bug reportsKeep users informed about case progress and resolution statusHandle escalations and complex customer situationsCollect and process feedback related to resolved casesCustomer CommunicationCommunicate with users via phone and email in a clear and professional mannerProvide telephone consultations on Creatio products and related servicesConduct remote sessions to support issue investigation and resolutionKnowledge Base & DocumentationCreate, update, and maintain knowledge base articlesContribute to troubleshooting guides and technical documentationProvide feedback and improvement suggestions to the Academy teamProblem Analysis & Continuous ImprovementAnalyze recurring issues and customer feedback to identify underlying problemsCollaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processesRequirements:Experience in technical or customer support rolesStrong understanding of HelpDesk / ServiceDesk processesComprehensive knowledge of relational database conceptsProficiency in SQLUnderstanding of PC architecture and computer networksFoundational programming knowledge and understanding of OOP principlesAbility to analyze complex issues, identify root causes, and propose effective solutionsStrong verbal and written communication skillsAbility to work collaboratively with cross-functional technical teamsCapability to manage multiple tasks and priorities effectivelyEnglish proficiency at B2 level or higherWhat you should expect from us:Growth & Development: Clear career paths, mentorship opportunities, and access to continuous learning to help you reach your full potential.Flexibility & Well-Being: We provide flexible work arrangements and initiatives that empower you to manage your schedule effectively, stay productive, and thrive both personally and professionally.Recognition & Impact: A culture that celebrates achievements, values your ideas, and empowers you to make real contributions from day one.Innovative Culture: Be part of a company that embraces new ideas, modern technologies, and bold thinking to stay ahead of the curve.Benefits & Rewards Package: We provide competitive compensation and benefits designed to support you and your family. Our rewards approach goes beyond salary, recognizing your contributions and commitment. The exact package may vary depending on your country of residence and employment type.