Job Description
Ciklum is looking for a NOC 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 NOC Engineer, become a part of a cross-functional development team engineering experiences of tomorrow. Together, we will work on the project focused on supporting enterprise and datacenter software or SaaS solutions, ensuring stable operations, effective incident management, and high-quality customer support across different time zones.
Responsibilities:
Provide first level technical support and preliminary investigation of customer issues and service requests
Understand and analyze requests and react quickly
Manage and track customer issues
Troubleshoot customer issues primarily through frontal sessions
Develop and review content for the company knowledge base
Respond to customer requests in a quick and efficient manner
Respond to escalated technical issues surrounding the platform via web portal, telephone, and email
Interface directly with customers at different stages of the problem resolution process, including understanding issues, communicating action plans, explaining developments, and conveying resolution
Work directly with technical support staff, quality assurance, development, and the Account Team to resolve problems
Manage own schedule of cases, determine priority levels, and set expectations with customers
Thoroughly document all issues and contribute to knowledge base content
Help develop and implement web-based support initiatives including knowledge bases, technical and modeling techniques, and documentation
Understand and analyze customer problems and provide appropriate and acceptable solutions
Check the status of issues until they are resolved
Update documentation as required
Requirements:
2–4 years of experience in IT, Enterprise or Datacenter software, or SaaS solutions support
Knowledge of TCP/IP, DNS, and other networking concepts
Strong ability to research, diagnose, troubleshoot, and identify solutions to resolve system issues
Ability to combine monitoring functions with other ongoing processes
Understanding of standard support procedures for proper reporting, escalation, and follow-up
Experience with Jira, Confluence, and Salesforce
Experience with virtualization technologies such as VMWare, Hyper-V, Azure, or AWS and networking troubleshooting, setup, and configuration
Previous relevant technical experience
Technical certification or academic degree
Excellent English written and spoken skills
Willingness to work flexible hours and shift work
Desirable:
Experience working in remote support environments
Experience supporting enterprise or datacenter infrastructures
Personal skills:
Customer-focused and team-oriented mindset
Passion for troubleshooting client problems and satisfying customer needs
Self-motivated with a strong sense of urgency and efficiency
Strong work ethic and attention to detail
Reliable, stress-resistant, and responsible
Initiative, multitasking, and self-organization skills
Eagerness to learn
Strong interpersonal and teamwork skills
Ability to plan and manage own time
Service-oriented attitude with a desire to help people
Ability to push matters through to resolution
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.
#LI-NV1