NOC Engineer

NOC Engineer

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.

Interested already? We would love to get to know you! Submit your application. We can't wait to see you at Ciklum.