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Argentina Remote Support

Senior Support Engineer

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Description

Ciklum is looking for a Senior Support Engineer to join our team in Argentina.

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, you'll become a part of a cross-functional development team engineering experience of tomorrow.

Responsibilities

  • Understand and analyze customers' problems and find appropriate, acceptable solutions
  • Interfaces directly with customers at different stages of the problem resolution process, including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
  • Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
  • Back-up management, completion, verification and restoration
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Thoroughly documents all issues and develops and reviews content for the knowledge base. Help develop and implement web based support initiatives, including knowledge bases, technical and modeling techniques and documentation
  • Provides direction, support and guidance in line with individuals’ skills and abilities
  • Service Desk Management, Incident Management and Monitoring
  • Email, voice and conference communication with customers
  • 24/7 availability or on-call after business hours

Requirements

  • Hands-on experience in installation and configuration of Linux operating systems, setup and operation of TCP/IP networking
  • Strong Knowledge of Network protocols, architecture, design, and configuration
  • Knowledge regarding at least one of the following vendor products: Cisco, Juniper, Palo Alto Networks, F5, VMWare OR Public
  • Cloud networking
  • Must have a passion for troubleshooting client problems and satisfying customer needs
  • Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
  • Strong ability to combine monitoring functions and other ongoing processes
  • Logging & Monitoring tools, e.g., Prometheus, Grafana, ELK, DataDog, NewRelic, Graylog etc
  • Understanding support procedures for proper reporting, escalation and follow-up is a MUST
  • Experience at least in one of the Public Clouds (AWS, GCP, Azure, OCI)
  • Solid knowledge in Configuration Management and IaC (Terraform, Ansible)
  • Ability to implement and automate complex logic: Rollbacks, manual steps, trigger other jobs, services and notifications depending on the monitoring alerts
  • Solves performance and security issues
  • Implements established authorization & authentication mechanisms
  • Extends infrastructure components in established cloud computing providers
  • Should be able to build/optimise supportsre processes together with the team
  • Excellent English (both written and speaking skills are required)

Desirable

  • Cisco CCNA/CCNP certification
  • Public cloud certification (AWS, GCP, Azure), CKA Certification
  • Kubernetes experience
  • Scripting (Python, Go, etc.)
  • B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience

Personal skills

  • Customer-focused and team oriented; Service-oriented with a desire to help people
  • Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
  • Push the matter through
  • Excellent interpersonal skills
  • Exceptional attention to detail, reliable, stress-resistant
  • Able to plan your own time. Responsible, initiative, multitasking, self-organized, eager to learn

What's in it for you

  •  
  • Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year
  • 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
  • Long-term employment with 20 working-days paid vacation and local bank holidays
  • Flexibility: 100% remote work mode
  • 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:

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 we expand into Latin America, every Ciklumer is helping to shape our story. Collaborate with seasoned experts and make a global impact backed by two decades of industry leadership.

Want to learn more about us? Follow us on Instagram, Facebook, LinkedIn.

Explore, empower, engineer with Ciklum!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.

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