We are looking for a Support Analyst (Tier 2) to interact with our clients from Global Markets. Working on our team as a Support Analyst position involves:monitoring the team's pool of cases and taking them into work;analyzing and diagnosing incoming cases;resolving cases regarding the functionality of the Creatio product line and implementing technical tasks (such as building business processes, configuring integrations, etc.);providing algorithms for implementing additional business logic;identifying product errors and creating bug reports to be submitted to the development Scrum teams;handling escalations and critical use cases;handling the knowledge base;working on the Problem Management process.Candidate Expectations:excellent customer service and interpersonal skills;experience in technical or customer support;exceptional proficiency in both verbal and written communication; knowledge of office software, email clients, and web browsers;understanding of PC architecture and networks — required;knowledge of databases (MS SQL/Oracle/PostgreSQL) — required;basic programming knowledge and understanding of OOP principles — preferred; strong teamwork and collaboration skills;the ability to handle multiple activities simultaneously and prioritize tasks effectively;English level — Upper-intermediate or higher.What you should expect from us:  the award-winning product (a Leader in Gartner Quadrants) to be proud of;a remote-first hybrid model: while giving plenty of space for concentration and personal working habits, we encourage regular meetings in one of our five hubs worldwide;culture of genuine care, ownership, dedication, and high standards (learn more here);a vibrant corporate life: enjoy the opportunity to explore your teammates' cultures in online and offline events, participate in sports competitions, enjoy art master classes, and create your new favorite memories at our parties;caring for your health: Creatio offers several options for medical insurance together with our medical partnerCreatio offers all team members competitive pay;paid leave options for life-qualifying events, sicknesses, etc;nice and modern hub in the Kyiv city center to get acquainted with colleagues or to gain some quiet space for concentration.