Support Analyst

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 Responsibilities

Technical Case Analysis & Resolution

* Monitor the team's support queue and proactively take cases into work

* Analyze and diagnose incoming technical and functional issues

* Resolve user cases related to Creatio product functionality

* Implement technical tasks such as building business processes, configuring integrations, and adjusting system behavior

* Provide clear algorithms and recommendations for implementing additional business logic

* Identify product issues and collaborate with development teams by submitting detailed bug reports

* Keep users informed about case progress and resolution status

* Handle escalations and complex customer situations

* Collect and process feedback related to resolved cases

Customer Communication

* Communicate with users via phone and email in a clear and professional manner

* Provide telephone consultations on Creatio products and related services

* Conduct remote sessions to support issue investigation and resolution

Knowledge Base & Documentation

* Create, update, and maintain knowledge base articles

* Contribute to troubleshooting guides and technical documentation

* Provide feedback and improvement suggestions to the Academy team

Problem Analysis & Continuous Improvement

* Analyze recurring issues and customer feedback to identify underlying problems

* Collaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processes

Candidate Expectations

* Experience in technical or customer support roles

* Strong understanding of Help Desk / Service Desk processes

* Comprehensive knowledge of relational database concepts

* Proficiency in SQL

* Understanding of PC architecture and computer networks

* Foundational programming knowledge and understanding of OOP principles

* Ability to analyze complex issues, identify root causes, and propose effective solutions

* Strong verbal and written communication skills

* Ability to work collaboratively with cross-functional technical teams

* Capability to manage multiple tasks and priorities effectively

* English proficiency at B2 level 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 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