Technical Support Engineer

Ciklum is looking for a Technical 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 Technical Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Responsibilities:

• 2-4 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

Requirements:

• 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
• Interfaces 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
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
• Thoroughly documents all issues, develops and reviews 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

Desirable:

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

What’s in it for you?

• Care: your health is our priority. We ensure comprehensive company-paid medical insurance, Multisport cards, as well as financial and legal consultations
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
• Flexibility: Own your schedule – you are the one to decide when to start your working day. Just dont miss your regular team stand-up
• Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Ciklum entered Bulgaria in 2022 to expand its presence in Eastern Europe. We are ready to welcome bright talents.

Be a part of a big story created right now. Let’s grow our delivery center in Bulgaria together! Boost your skills and knowledge: create and innovate with like-minded professionals—all of that within a global company with a local spirit and start-up soul.

Be bold, not bored!

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.