Support Engineer
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.
We are seeking a motivated and customer-focused Customer Experience Specialist to join our team. In this entry-level role, you will serve as the first point of contact for our customers, helping them navigate our platform, resolve issues, and maximize the value of our software. This is an excellent opportunity for someone who enjoys problem-solving and communicating with people.
Schedule:
Monday through Friday, 9:00 AM–6:00 PM Eastern Time (4:00 PM to 1:00 AM UA time). Applicants must be able to work and be available during these hours, regardless of their location.
Responsibilities:
Respond to customer inquiries via email, Community post, and phone in a timely and professional manner
Assist customers with account setup, onboarding, and product navigation
Troubleshoot basic technical issues and escalate complex cases to the appropriate teams
Educate customers on product features, best practices, and available resources
Document customer interactions and maintain accurate records in CRM and support systems
Gather customer feedback and communicate insights to Product, Engineering, and Customer Success teams
Help maintain knowledge base articles, FAQs, and customer support documentation
Monitor customer satisfaction and contribute to improving the overall customer experience
Collaborate with team members to ensure consistent, high-quality support
Requirements:
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent customer service skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Ability to prioritize tasks
Ability to function well in a high-paced and at times stressful environment
Proficient with Microsoft Office Suite or related software
Comfortable learning new software and technology platforms
Positive attitude and a genuine desire to help customers succeed
Education and Experience:At least one year customer support experience required
Physical Requirements:Prolonged periods of sitting at a desk and working on a computer
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.
#LI-NO1
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.
We are seeking a motivated and customer-focused Customer Experience Specialist to join our team. In this entry-level role, you will serve as the first point of contact for our customers, helping them navigate our platform, resolve issues, and maximize the value of our software. This is an excellent opportunity for someone who enjoys problem-solving and communicating with people.
Schedule:
Monday through Friday, 9:00 AM–6:00 PM Eastern Time (4:00 PM to 1:00 AM UA time). Applicants must be able to work and be available during these hours, regardless of their location.
Responsibilities:
Respond to customer inquiries via email, Community post, and phone in a timely and professional manner
Assist customers with account setup, onboarding, and product navigation
Troubleshoot basic technical issues and escalate complex cases to the appropriate teams
Educate customers on product features, best practices, and available resources
Document customer interactions and maintain accurate records in CRM and support systems
Gather customer feedback and communicate insights to Product, Engineering, and Customer Success teams
Help maintain knowledge base articles, FAQs, and customer support documentation
Monitor customer satisfaction and contribute to improving the overall customer experience
Collaborate with team members to ensure consistent, high-quality support
Requirements:
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent customer service skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Ability to prioritize tasks
Ability to function well in a high-paced and at times stressful environment
Proficient with Microsoft Office Suite or related software
Comfortable learning new software and technology platforms
Positive attitude and a genuine desire to help customers succeed
Education and Experience:At least one year customer support experience required
Physical Requirements:Prolonged periods of sitting at a desk and working on a computer
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.
#LI-NO1