Senior Support Engineer

Ciklum is looking for a Senior 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 Senior Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

It is a credential management software package that solves several interconnected tasks that are important for customers of medium and large businesses: ensuring that only certain users have access to company data and technological resources and that company policies in this area comply with legal requirements in the field of data protection (the most famous example of a legislative act in this area is the GDP).

Responsibilities:

• Respond to customers' request (in quick and efficient manner)
• Service Desk management
• Understand and analyze customers' problem, find appropriate and acceptable solutions
• Help to solve most problems directly otherwise escalate the issues through our ticket system to developers and next support level
• 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, voice and conference communication with customers
• Ongoing tasks completion whilst meeting set deadlines

Requirements:

• Basic technical background (Basic IT education, courses will be a plus)
• Familiarity with Active Directory, Exchange Server, SQL Server, Windows Server
• Experienced user in PC based computer systems
• Understand and analyze requests, react quickly
• 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 is a must (ability to combine main functions and other ongoing processes), self-organized, eager to learn
• Able to plan your own time
• Shift work (morning-day, day-evening, evening-night)
• Excellent command of oral and written English
• Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
• Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
• Meet deadlines precisely

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.