Description
Ciklum is looking for a Technical Support Engineer to join our team in Argentina.
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, you'll become a part of a cross-functional development team engineering experiences of tomorrow. In this role, you will be responsible for providing first-line support and investigation into customer issues across complex IT environments, including virtualized infrastructures and cloud-based platforms. This is a great opportunity for individuals eager to grow their technical expertise in a dynamic, collaborative environment.
About the Client
Client, a Client's Enterprise company, provides enterprise-class disaster recovery, ransomware resilience, and workload mobility software for virtualized infrastructures and cloud environments. Headquartered in Texas, Client’s platform helps businesses eliminate IT downtime and data loss while achieving continuous data protection and simplified disaster recovery.
Responsibilities
- Provide first-level technical support and perform preliminary investigation of customer issues and service requests
- Understand and analyze customer requests efficiently and effectively
- Manage and track support cases, troubleshoot issues via remote sessions, and provide timely resolution
- Collaborate with technical support, QA, development, and account teams to resolve customer challenges
- Respond to escalated issues via web portal, telephone, or email, ensuring a high level of service quality
- Communicate regularly with customers, providing status updates and resolution plans
- Develop, review, and update internal knowledge base and documentation
- Participate in process improvements and contribute to web-based support initiatives
- Monitor and manage your own schedule of cases, prioritize appropriately, and maintain detailed documentation throughout
Requirements
2–4 years of experience in IT support, SaaS, or enterprise / datacenter software environmentsStrong knowledge of virtualization and hypervisors such as VMWare, Azure, AWS, and Hyper-VUnderstanding of core networking concepts like TCP / IP, DNS, and routingExcellent problem-solving, diagnostic, and troubleshooting abilitiesFluent English (both written and spoken) and exceptional communication skillsCustomer-focused, proactive, and able to manage multiple prioritiesWillingness to work flexible hours to accommodate different time zonesSelf-motivated, detail-oriented, reliable, and capable of managing your own timeUnderstanding of standard support procedures including escalation, follow-up, and case managementDesirable
Experience using tools such as Jira, Confluence, or SalesforcePrevious exposure to customer support environments in cloud or virtualization platformsTechnical certifications or an academic degree in a related field (., Computer Science, Systems Engineering)What's in it for you
Care : your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per yearTailored education path : boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certificationsGrowth environment : share your experience and level up your expertise with a community of skilled professionals, locally and globallyLong-termemployment with 20 working-days paid vacation and local bank holidaysFlexibility : 100% remote work modeOpportunities : 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 potentialGlobal impact : work on large-scale projects that redefine industries with international and fast-growing clientsWelcoming environment : feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events