Position: Support Application Engineer
Company: Ciklum
Experience required: 2y
English level: intermediate

**Responsibilities:**

●	Provide first-level technical support and preliminary investigation to customer issues and service requests
●	Understand and analyze customers' problems, find appropriate and acceptable solutions
●	Manage and track customers issues
●	Develop and review content for the company's knowledge base
●	Respond to customers' requests (in a quick, proactive, and efficient manner)
●	Respond to escalated technical issues surrounding the platform, primarily by web portal, chat, and e-mail
●	Cooperate directly with customers at different stages of the 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 Team Lead to resolve problems
●	Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
●	Thoroughly document all issues, develop and review content for a knowledge base. Help grow and implement web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation

**Requirements:**

●	1+ years of experience in IT, Enterprise Datacenter software, or SaaS solutions support
●	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
●	Understanding standard support procedures for proper reporting, escalation, and follow-up 

**What's in it for you:**

●	Variety of knowledge sharing and training opportunities
●	Competitive salary
●	Career and professional growth
●	Possibility to work in a big and successful company
●	Long-term employment with 20 working-days paid vacation and other social benefits
●	Working in a centrally located office with a warm atmosphere creates perfect working conditions

**About Ciklum:**

Ciklum is a global Software Engineering and Solutions Company. Our 3,000+ IT professionals are located in the offices and delivery centers in Ukraine, Belarus, Poland, and Spain.
The quality of software engineering, QA, R&D, and Data Analytics services we provide is recognized by independent analysts and international industry associations.
Ciklum is a technology partner for Google, Intel, Micron, and hundreds of world-known companies. We are looking forward to seeing you as a part of our team!