• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with Customers, ticket creation and routing of the ticket to L2 Engineer. • Timely reaction to calls alerts. • Following support procedures and participation in procedures improvement. • Acknowledging alerts from the OpsGenie. • Creating tickets. • Implementing fixes of L1/L2 level according to pre-defined procedures.

• Receiving & processing requests per alerts & calls, within the defined SLA. • Clarification of the incoming request with the Customers, ticket creation, and routing of the ticket to L2 Engineer. • Timely reaction to calls and alerts • Following support procedures and participation in procedures improvement • Acknowledging alerts from the OpsGenie • Creating tickets • Implementing fixes of L1/L2 level according to pre-defined procedures

Ciklum is looking for a 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 Support Engineer, you'll become a part of a cross-functional development team engineering experiences of tomorrow. Our product is a digital music distribution platform that empowers independent artists to showcase, sell, and distribute their music directly to fans. It stands out for its transparent, artist-friendly approach and provides a space for direct engagement between creators and their audience. Responsibilities: - Gain and maintain full knowledge of the company's products and flows - Proactively working with basic customer requests and reporting bugs - Understand and analyze customers' problems, find appropriate and acceptable solutions - Responsibility for customer support cases coming from emails - Help to solve problems directly otherwise escalate the issues through the ticket system to the relevant team Requirements: - Upper-Intermediate level of English, both written and speaking skills are required - 2+ years of experience in customer support - Proficient in Microsoft Office - Experience with Jira, Confluence, Zendesk/Freshdesk or other systems will be a plus Personal skills: - Curious and being up to the challenge - Proactive and problem solving - Strong communication and teamwork - Service oriented approach - Methodological and practical - Prioritizing and multitasking 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 their 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.

Role Description As a Customer Support Engineer, you will have a chance to join our Support team and provide high-level technical support of the MGID system. - Technical support via chat and email - Investigating and solving issues related to different products - Debugging and troubleshooting integrations - Preparing and running queries in DB - Widgets Design Qualifications - Expertise with Linux shell - MySQL - Bug Tracking Systems (Youtrack, Jira, etc.) - HTML5/CSS3/JS - RestAPI Requirements - Any programming language (will be a plus) - Intermediate+ English level - Native Ukrainian Company Description MGID is a global advertising platform helping brands reach unique local audiences at scale. We empower brands and publishers to work together transparently through our privacy-first targeting technology to enable advertisers to drive performance and awareness, and publishers to retain and monetize their audiences. Today, we’re creating unique technologies and with your help, we are looking to aim even higher.