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Ukraine Remote Support

Support Engineer

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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

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.

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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