Technical Support Engineer

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 environments
• Strong knowledge of virtualization and hypervisors such as VMWare, Azure, AWS, and Hyper-V
• Understanding of core networking concepts like TCP/IP, DNS, and routing
• Excellent problem-solving, diagnostic, and troubleshooting abilities
• Fluent English (both written and spoken) and exceptional communication skills
• Customer-focused, proactive, and able to manage multiple priorities
• Willingness to work flexible hours to accommodate different time zones
• Self-motivated, detail-oriented, reliable, and capable of managing your own time
• Understanding of standard support procedures including escalation, follow-up, and case management

Desirable:

• Experience using tools such as Jira, Confluence, or Salesforce
• Previous exposure to customer support environments in cloud or virtualization platforms
• Technical certifications or an academic degree in a related field (e.g., 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 year
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally Long-term
• employment with 20 working-days paid vacation and local bank holidays
• Flexibility: 100% remote work mode
• Opportunities: 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 potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

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 we expand into Latin America, every Ciklumer is helping to shape our story. Collaborate with seasoned experts and make a global impact backed by two decades of industry leadership.

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Experiences of tomorrow. Engineered together

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.