Creatio is a global vendor of an AI-native platform to automate workflows and CRM with no-code and a maximum degree of freedom. Our platform combines an AI-first architecture, composable no-code tools, and enterprise-grade governance to help organizations build and scale faster.We’re proud to be recognized by top industry analysts as a Leader and Strong Performer in multiple Gartner and Forrester reports. In 2025, Creatio was named to Inc.’s Best Workplaces list, highlighting our commitment to employee wellbeing and a strong workplace culture.Creatio is looking for a Support Analyst to join our Global Customer Support Division. This role focuses on in-depth analysis, diagnosis, and resolution of complex user cases related to the Creatio product line, as well as continuous knowledge sharing and collaboration with internal technical teams.Key ResponsibilitiesTechnical Case Analysis & ResolutionMonitor the team’s support queue and proactively take cases into workAnalyze and diagnose incoming technical and functional issuesResolve user cases related to Creatio product functionalityImplement technical tasks such as building business processes, configuring integrations, and adjusting system behaviorProvide clear algorithms and recommendations for implementing additional business logicIdentify product issues and collaborate with development teams by submitting detailed bug reportsKeep users informed about case progress and resolution statusHandle escalations and complex customer situationsCollect and process feedback related to resolved casesCustomer CommunicationCommunicate with users via phone and email in a clear and professional mannerProvide telephone consultations on Creatio products and related servicesConduct remote sessions to support issue investigation and resolutionKnowledge Base & DocumentationCreate, update, and maintain knowledge base articlesContribute to troubleshooting guides and technical documentationProvide feedback and improvement suggestions to the Academy teamProblem Analysis & Continuous ImprovementAnalyze recurring issues and customer feedback to identify underlying problemsCollaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processesCandidate ExpectationsExperience in technical or customer support rolesStrong understanding of HelpDesk / ServiceDesk processesComprehensive knowledge of relational database conceptsProficiency in SQLUnderstanding of PC architecture and computer networksFoundational programming knowledge and understanding of OOP principlesAbility to analyze complex issues, identify root causes, and propose effective solutionsStrong verbal and written communication skillsAbility to work collaboratively with cross-functional technical teamsCapability to manage multiple tasks and priorities effectivelyEnglish proficiency at B2 level or higherWhat 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 personal focus, we encourage regular meetings in one of our five hubs worldwide• Culture of genuine care, ownership, dedication, and high standards• A vibrant corporate life: explore your teammates’ cultures in online and offline events, take part in sports competitions, art masterclasses, and unforgettable parties• Health support: multiple medical insurance options provided with our trusted partner• Competitive pay for all team members• Paid leave options for life events, sickness, and more• A modern and welcoming hub in the Kyiv city center for collaboration or focused work