• Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues and guide them on proper use of our platform. • Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation. • Identify and escalate priority issues that need immediate attention. • Build an excellent rapport with our backline engineers and collaborate on solving complex issues. • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information, attempt to reproduce reported behavior, and document bugs with Engineering for product issues that are impacting customers. • Create process and troubleshooting documentation to enhance our support knowledge base. • Work with client resources and stakeholders to understand their data security risks and threats. • Work closely with the Head of Customer Experience to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction.

• Забезпечувати технічну підтримку системи FPNA (Система бюджетування та підготовки управлінської звітності) • Виконанувати адміністративні роботи в системі (усунення помилок, інцидентів, відновлення роботи системи, адміністрування користувачів, виконання заявок користувачів) • Конфігурувати систему FPNA • Створювати оперативні звіти з системи FPNA • Розробляти макрокоманди, які необхідні для автоматизації процесів в системі • Налаштувати метрики моніторингу, контролювати виконання резервування системи • Оформлювати запити на Oracle Support • Встановлювати, тестувати нові патчі, оновлення системи FPNA • Взаємодіяти з розробниками системи, контролювати виконання поставлених завдань розробникам • Брати участь в проєктах з розвитку системи

• Owning high-impact enterprise support cases from initial triage through resolution • Troubleshooting complex issues across wired, wireless, wan security and client environments at scale • Driving issues forward when progress stalls due to missing context, unclear ownership, or external dependencies • Escalating effectively to Engineering, Operations, ISPs, and vendors with clear technical framing • Documenting recurring failure modes and contributing to stronger runbooks, support standards, and Meter product improvements • Resolving issues that span sites, systems, and teams under operational pressures

• Monitor the team’s support queue and proactively take cases into work • Analyze and diagnose incoming technical and functional issues • Resolve user cases related to Creatio product functionality • Implement technical tasks such as building business processes, configuring integrations, and adjusting system behavior • Provide clear algorithms and recommendations for implementing additional business logic • Identify product issues and collaborate with development teams by submitting detailed bug reports • Keep users informed about case progress and resolution status • Handle escalations and complex customer situations • Collect and process feedback related to resolved cases • Communicate with users via phone and email in a clear and professional manner • Provide telephone consultations on Creatio products and related services • Conduct remote sessions to support issue investigation and resolution • Create, update, and maintain knowledge base articles • Contribute to troubleshooting guides and technical documentation • Provide feedback and improvement suggestions to the Academy team • Analyze recurring issues and customer feedback to identify underlying problems • Collaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processes