Senior Support Engineer

Ciklum is looking for a Senior 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 Senior Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow. Our client is a credential management software package that solves several interconnected tasks that are important for customers of medium and large businesses: ensuring that only certain users have access to company data and technological resources and that company policies in this area comply with legal requirements in the field of data protection (the most famous example of a legislative act in this area is the GDP). Responsibilities: Respond to customer requests in a timely and efficient manner Service Desk management Understand and analyze customer issues and identify appropriate and acceptable solutions Resolve issues directly whenever possible; otherwise, escalate them through the ticketing system to developers or the next level of support Monitor the status of reported issues until they are resolved Help develop and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation Maintain and update documentation Communicate with customers via email, voice, and conference calls Complete ongoing tasks while meeting established deadlines Requirements: Basic technical background; IT education or relevant courses will be a plus Experience with Active Directory, Exchange Server, SQL Server, and Windows Server Good knowledge of PC-based systems and standard IT tools Ability to understand and analyze requests and respond quickly Excellent command of written and spoken English Service-oriented mindset and a strong desire to help people Strong ownership and ability to drive issues through to resolution Detail-oriented, reliable, and able to work effectively under pressure Responsible, proactive, self-organized, and able to multitask Ability to plan and manage your own time effectively Strong research, diagnostic, and troubleshooting skills, with the ability to identify and implement solutions to system issues Understanding of standard support procedures, including proper reporting, escalation, and follow-up Ability to meet deadlines consistently Willingness to work in shifts (morning–day, day–evening, evening–night) Eagerness to learn and develop 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