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, you will become a part of a cross-functional development team engineering experiences of tomorrow. Together, we will work on the technical support project for DR software.
Responsibilities: * Understand and analyze customers’ problems and find appropriate acceptable solutions * Interfaces 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 * Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting * Back-up management, completion, verification and restoration * Manages own schedule of cases including determining priority levels and negotiating and setting expectations with customers * Thoroughly documents all issues and develops and reviews content for the knowledge base and helps develop and implement web-based support initiatives including knowledge bases, technical and modeling techniques and documentation * Provides direction support and guidance in line with individuals’ skills and abilities * Service Desk Management, Incident Management and Monitoring * Email, voice and conference communication with customers * 24/7 availability or on-call after business hours (voluntary)
Requirements: * Hands-on experience in installation and configuration of Linux operating systems, setup and operation of TCP/IP networking * Strong knowledge of network protocols, architecture, design, and configuration * Knowledge regarding at least one of the following vendor products: Cisco, Juniper, Palo Alto Networks, F5, VMWare or Public Cloud networking * Passion for troubleshooting client problems and satisfying customer needs with strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues * Strong ability to combine monitoring functions and other ongoing processes * Experience with logging and monitoring tools such as Prometheus, Grafana, ELK, DataDog, NewRelic, Graylog etc. * Understanding support procedures for proper reporting, escalation and follow-up is a must * Experience with at least one of the Public Clouds including AWS, GCP, Azure, OCI * Ability to solve performance and security issues * Ability to extend infrastructure components in established cloud computing providers * Ability to build or optimise support or SRE processes together with the team * Excellent English, both written and spoken
Desirable: * Customer-focused and team oriented * Service-oriented with a desire to help people * Self-motivated with a sense of urgency and efficiency and a strong work ethic * Push the matter through * Excellent interpersonal skills * Exceptional attention to detail, reliable, stress-resistant * Able to plan own time and be responsible, initiative, multitasking, self-organized, eager to learn
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 the unique skills and perspectives they bring to shaping the future.
Want to learn more about us? Follow us on Instagram, Facebook, LinkedIn.
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.
