Support Engineer at Ciklum

Kyiv, , Ukraine -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

09 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Troubleshooting, Communication Skills, Problem Solving, Critical Thinking, Microsoft Office, Technical Terminology, Client Education, Issue Escalation

Industry

IT Services and IT Consulting

Description

Ciklum is looking for a 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 Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow. The candidate will be working with suppliers who need help in the platform or need to get started with Syndigo. Our requests are varied- user needing a username or password reset, do not know how to fill out data in platform, do not know recipient process, need training on best practices. If you are not familiar with our platform then the requests will not make much sense. Responsibilities: * Answering inbound calls and emails from customers as well as responding in a timely and professional manner * Managing your day-to-day work * Maintaining knowledge of our products and services to provide accurate information to customers * Fully addressing client’s questions/issues to make sure they have what they need * Use opportunities to not only assist customers, but also educate them on important features and processes when necessary * Escalating issues to our Tier 2 support teams when necessary * Meeting or exceeding performance metrics, such as response time, resolution time, and customer satisfaction ratings * Troubleshooting technical issues and providing solutions to customers * Maintaining a positive and professional attitude with all clients and teammates Requirements: * 1-2 years of experience in customer service or a related field (preferred) * Excellent communication skills, both verbal and written * Ability to work independently and as part of a team * Excellent problem-solving and critical-thinking skills * Ability to empathize with customers and convey confidence * Works with a sense of urgency with the ability to prioritize individual tasks * Proficient in Microsoft Office and other basic computer skills * Knowledge of basic technical terminology preferred 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. Explore, empower, engineer with Ciklum! Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum. #LI-NO1

Responsibilities

The Support Engineer is responsible for handling inbound customer calls and emails to resolve platform issues and provide training on best practices. They must troubleshoot technical problems, educate clients on features, and escalate complex issues to Tier 2 support.