Senior Support Engineer

Ciklum

4h

About The Position

Ciklum is looking for a Senior Support Engineer to join our team full-time in the US.
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 Senior Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

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

Nice To Haves

• 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

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed