Middle Support Engineer

Ciklum is looking for a Middle Support Engineer to join our team full-time in Bulgaria.

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 Middle Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Responsibilities:

• Provide first level technical support and preliminary investigation to customer issues and service requests
• Understand and analyze requests, react quickly
• Manage and track customers issues
• Troubleshoot customer issues primarily by frontal sessions
• Develop and review content for the company’s knowledge base
• Respond to customers’ request (in quick and efficient manner
• Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
• Interface directly with customers at different stages of 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 Account Team 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 knowledge base.
• Help develop and implement a web based support initiatives including knowledge bases, technical and modeling techniques and documentation
• Understand and analyze customers’ problem, find appropriate and acceptable solutions
• Check the status of the problem until it is solved
• Update the documentation

Requirements:

• 1-2 years of experience in IT, EnterpriseDatacenter software or SaaS solutions support
• Knowledge of TCP/IP, DNS and other networking concepts.
• 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;
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
• Excellent interpersonal soft skills
• Excellent team work ability
• Willingness to work flexible hours to help cover different time zones
• Excellent English, both written and speaking skills are required
• Service oriented with desire to help people
• Push the matter through
• Detail oriented, reliable, stress resistant
• Responsible, initiative, multitasking, self-organized, eager to learn
• Able to plan your own time
• Shift work
• Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST;
• Experience with Jira, Confluence, Salesforce
• Location: Ciklum Office, Sofia

Desirable:

• Experience with virtualization technology (VMWare/Hyper-V/AWS)
• Previous relevant technical experience
• Technical certification/Academic degree

What’s in it for you?

• Regular salary reviews based on performance.
• Corporate events: webinars, offline parties, and meetups.
• Internal Mobility Program.
• Tailored education path (including full access to Udemy, certifications, etc.).
• 25 paid days off: 20 business days of vacation per calendar year + 5 undocumented sick leave days.
• Additional health insurance.
• 100% company-covered Multisport card, with discounts available for family members.

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.

Since expanding to Bulgaria in 2022, we’ve been building a fast-growing team that thrives on learning, collaboration, and innovation. Join us on this exciting journey and help shape the future of our delivery center.

Want to learn more about us? Follow us on Instagram, Facebook, LinkedIn.

Explore, empower, engineer with Ciklum!

Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.