Support Engineer at Ciklum

Kyiv, , Ukraine -

Full Time

Start Date

Immediate

Expiry Date

22 Sep, 26

Salary

0.0

Posted On

24 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Problem Management, English Proficiency, Jira, Confluence, Troubleshooting, Technical Documentation, Communication Skills, Web Technologies, Datadog, Grafana, SLA Adherence, Major Incident Management, Customer Support, Self-learning, Stress Resistance

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. 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: * Serve as the Major Incident Manager/Fire Chief during Major Incidents until the issue is resolved * Take ownership of all incoming incidents, investigate and troubleshoot incidents, ensuring adherence to meet SLAs * Ensure that all incoming incidents are processed according to the standards described in the documentation * Help to solve most simple problems, understand and analyze incoming Incidents for further investigation by the respective Development Teams * Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation * Update/maintain the documentation * Conference communication with the internal Teams (mostly via Zoom during Major Incidents Requirements: * Basic technical background (Basic IT education, courses will be a plus) * Experienced user in PC based computer systems (knowledge of web technologies would be a plus) * Proficiency with Incident and Problem Management processes (quick reaction, accountability, clarity, ingenuity) * Excellent English, both written and speaking skills are required (upper intermediate or higher); additional languages will be a plus (Spanish) * Excellent communication skills, be able to start a conversation easily (mostly in a written form) * Experience with Jira, Confluence (experience with monitoring services such as Datadog, Graphana will be a plus) * Experience on similar (IT support) position will be a plus * Detail oriented, reliable, stress resistant * Able to self-learn and find solutions on the Internet when needed * Shift work (morning-day, day-evening, evening-night) 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-AV3

Responsibilities

The Support Engineer acts as a Major Incident Manager, taking ownership of incoming incidents to ensure SLA compliance. They are responsible for troubleshooting issues, maintaining technical documentation, and collaborating with development teams via Zoom.