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. Our Support Center’s goal is to provide customers with top-class assistance. We are looking for service-oriented specialists with good command of the English language and communication. 
You will be providing a service on behalf of one of our customers. Our client is a cloud-based animation software for creating animated presentations and animated explainer videos and helps users build dynamic and professional-quality multimedia content with ease, utilizing a rich library of templates, characters, and scenes. Join our dedicated team of support agents, working with corporate clients to ensure they have a seamless experience using our intuitive online platform. 

Responsibilities

Respond to customers' request (in quick and efficient manner)  Schedule: first shift 8:00 – 17:00, second shift 15:00 – 00:00 UK time (GMT+1). Days off: Saturday, Sunday + one extra day  Service Desk management  Understand and analyze customers' problems, replicate the issue, find appropriate and acceptable solutions where applicable, and submit bugs in Jira Check the status of the problem until it is solved  Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation  Update the documentation  Email, chat and conference communication with customers

Requirements

Experience in Customer Support is a must Excellent English, both written and speaking skills are a must Basic technical background (Basic IT education, courses will be a plus)  Basic knowledge of Windows Understand and analyze requests, react quickly Excellent communication skills, be able to start a conversation with strangers/foreigners easily Service oriented with desire to help people and with personalized creative approach 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 (Morning, half – night shifts, Monday – Friday)  Experience with Jira, Confluence, Zendesk/Freshdesk or other systems  Location: Ukraine remote

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