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Bulgaria Remote Support

Technical Support Engineer

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Description

Ciklum is looking for a Technical Support Engineer to join our team full-time in Bulgaria.

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, become a part of a cross-functional development team engineering experiences of tomorrow.

Responsibilities

  • Provide first level technical support and preliminary investigation to customer issues and service requests
  • Understand and analyze requests, react quickly
  • Manage and track customers issues
  • Troubleshoot customer issues primarily by frontal sessions
  • Develop and review content for the company's knowledge base
  • Respond to customers' request (in quick and efficient manner)
  • Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
  • Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
  • Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement a web based support initiatives including knowledge bases, technical and modeling techniques and documentation
  • Understand and analyze customers' problem, find appropriate and acceptable solutions
  • Check the status of the problem until it is solved
  • Update the documentation

Requirements

  • 2-4 years of experience in IT, EnterpriseDatacenter software or SaaS solutions support
  • Knowledge of TCP/IP, DNS and other networking concepts
  • Customer focused and team oriented
  • 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 function and other ongoing processes
  • Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
  • Excellent interpersonal soft skills
  • Excellent team work ability
  • Willingness to work flexible hours to help cover different time zones
  • 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, self-organized, eager to learn
  • Able to plan your own time
  • Shift work
  • Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
  • Experience with Jira, Confluence, Salesforce

Desirable

  • Experience with virtualization technology (VMWare/Hyper-V/AWS)
  • Previous relevant technical experience
  • Technical certification/Academic degree

What's in it for you

  • Care: your health is our priority. We ensure comprehensive company-paid medical insurance, Multisport cards, 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
  • Flexibility: Own your schedule – you are the one to decide when to start your working day. Just dont 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:

Ciklum entered Bulgaria in 2022 to expand its presence in Eastern Europe. We are ready to welcome bright talents. 
Be a part of a big story created right now. Let’s grow our delivery center in Bulgaria together! Boost your skills and knowledge: create and innovate with like-minded professionals—all of that within a global company with a local spirit and start-up soul.

Be bold, not bored!

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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