Position: Technical Support Engineer for Ciklum Support Center
Company: Ciklum
Category: Support
Experience required: 1y
English level: upper
Published: 2020-05-01T00:00:00+03:00

**Responsibilities**
Shift work (morning-day, day-evening, night shifts)
Respond to customers’ requests (in quick and efficient manner)
Understand and analyze customers’ problem, find appropriate and acceptable solutions
Help to solve most simple problems directly, otherwise escalate the issues through our ticket system to the back-end support team
Check the status of the problem until it is solved
Help develop and implement web based support initiatives, including knowledge bases, technical and modeling techniques and documentation
Update the documentation
Compile shift reports
E-mail, voice and conference communication with customers

**Requirements**
Fluent in English (written & verbal, should be able to carry out business correspondence)
Strong problem solving skills & ability to think out of the box
Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Strong ability to combine monitoring function and other ongoing processes
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
Experience in Application Support
Experience in support of Critical Production Incidents is a MUST
Familiarity with XML, JSON, CSV standards
Experience with or basic knowledge of Microsoft SQL DB
Experience with Jira, Confluence, Zendesk/Freshdesk or other systems
Experience with AWS account management
Basic level of any script language
Experience in log analysis
Basic understanding of API
Basic level of Linux administration would be a plus