Ciklum is looking for a Middle 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 Middle Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.
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
Responsibilities: * 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 * Experience with virtualization technology (VMWare/Hyper-V/Azure/AWS) and networking ( troubleshooting, setup, configuration ) * Previous relevant technical experience * Technical certification/Academic degree
What’s in it for you? * 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
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.
Want to learn more about us? Follow us on Instagram, Facebook, LinkedIn.
Explore, empower, engineer with Ciklum!
Interested already? We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.
