Senior Support Engineer

About the Role

As a Senior Support Engineer at Ciklum, you will become an integral part of a cross-functional development team, engineering the experiences of tomorrow. This role is crucial for ensuring the reliability and smooth operation of live production environments, directly contributing to our mission of solving complex business challenges for multinational organizations and scaling startups.

Responsibilities

Production Support & Reliability

• Proven experience supporting live production environments with structured, SLA-driven case management processes.
• Work on cases created by Client Services Agents through the official ticketing system, ensuring each case is acknowledged, investigated, and responded to in a timely manner.
• Ability to prioritize incidents based on business impact and urgency to ensure minimal disruption to operations.
• Perform detailed root cause analysis and document technical findings clearly within the case management system.
• Coordinate with engineering and product teams to ensure proper resolution and follow-up of escalated issues.

Collaboration & Communication

• Experience working closely with Client Services Agents to understand and resolve customer-reported issues.
• Recognized as a key point of contact between support, engineering, and product teams.
• Strong communication skills to translate technical findings into clear updates for stakeholders.
• Ability to support cross-functional collaboration and knowledge sharing.

Operational Reporting & Continuous Improvement

• Experience generating and analyzing monthly operational reports, including login statistics, case volumes, and case categorization trends.
• Ability to use operational data insights to support data-driven decision-making and service improvements.
• Commitment to continuous learning and upskilling in tools and platforms to enhance system observability and workflow efficiency.

System Analysis & Investigation

• Strong ability to analyze complex system behaviors and identify root causes of production incidents.
• Experience validating financial transactions and identifying data discrepancies across systems.
• Ability to interpret system logs, error traces, and integration flows to diagnose issues accurately.
• Strong analytical skills to identify trends in case volumes, login metrics, and operational performance.

Requirements

• 3–5+ years of experience in application or production support within financial services or enterprise environments.
• Strong experience in log analysis, system monitoring, and troubleshooting production issues.
• Proficient in writing and executing complex data queries for transaction validation and issue investigation.
• Hands-on experience with monitoring and service management tools such as Datadog and Freshservice.
• Working knowledge of Microsoft Azure environments, including reviewing application components, supporting development escalations, and assisting in issue analysis and documentation.

Desirable

• Exposure to financial systems or digital onboarding platforms.
• Basic scripting knowledge for automation and operational efficiency improvements.
• Experience working in Agile or structured service management environments.

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.
• Care: Healthcare, Basic Life Insurance, Short and Long-term disability insurance according to the Company’s Benefit Plans.

About Ciklum

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. In the US, Ciklum is growing fast—inviting experienced professionals to lead digital transformation alongside Fortune 500 clients. Be part of a company where innovation and impact go hand in hand.

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.

Key skills/competency

• Production Support
• SLA Management
• Root Cause Analysis
• System Monitoring
• Troubleshooting
• Data Queries
• Microsoft Azure
• Financial Services
• Agile Methodologies
• Cross-functional Communication