Technical Support Engineer

Ciklum is looking for a Technical 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 Technical Support Engineer - Tier 1+2, become a part of a cross-functional development team engineering experiences of tomorrow.

We are a leading global product engineering and digital services company that unites 4000+ seasoned professionals globally on various projects in healthcare, fintech, travel, sportswear, entertainment, and security. Ciklum delivers high-impact technology solutions to Fortune 500 and fast-growing organizations worldwide. Our Client is a global leader in the online comparison market. The goal is to simplify decision-making and connecting customers with valuable brands.

Our cutting-edge technology stack includes AWS, Docker, Kubernetes, and Big Data, with tools like Snowflake, Athena, and Aurora DB services, alongside TypeScript and MongoDB. We are seeking a highly motivated Technical Support professional to join our expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with our B2B customers. Your expertise will be instrumental in maintaining our Service Level Agreements (SLAs) and ensuring robust customer satisfaction.

Responsibilities:

• End-to-End Ownership: Efficiently manage and resolve Technical Support tickets by investigating and identifying root causes. Then escalate to the appropriate team
• Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone
• Incident Management: Handle production incidents, assessing issue severity from both technical and business perspectives. Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates and maintain ownership until resolution, and communicate progress to relevant stakeholders
• Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders
• On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations

Requirements:

• 2+ years of experience in Tier 1-2 technical support roles, with a strong focus on B2B interactions
• Experience in tech support via email, chat, and phone
• Experience with ETL and BI tools such as Tableau
• Knowledge of SQL scripting (Snowflake, MySQL, Athena, MongoDB)
• Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and SLA adherence
• Basic knowledge of troubleshooting performance issues in a distributed microservices environment
• Excellent verbal and written communication skills in English

Desirable:

• Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc
• Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch
• Familiarity with tools like Google AdWords/Analytics

Personal skills:

• Strong problem-solving ability with a customer-first mindset
• Ability to manage multiple priorities in a fast-paced environment
• Patience and empathy when dealing with complex customer issues
• Demonstrated ability to operate in high-pressure, multitasking environments independently
• Passion for support and helping others

What`s in it for you?

• Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
• 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
• Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
• 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:

Discover the pros of 20-year global experience! Join one of the largest IT companies in Ukraine, awarded as one of the top 10 employers in Ukraine by Forbes.

Boost your skills and make a difference with cutting-edge projects, skilled colleagues and the latest tech stacks.

Ciklum has been recognized as a veteran-friendly business by the Veteran Hub in Ukraine.

We're committed to creating a welcoming environment for veterans and developing processes that meet their needs. We value the skills and unique perspectives military veterans can bring to our business and are willing to support their transition to civilian life.

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.