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