Support Analyst

Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, or scale. We help midsize and large organizations run customer workflows in the AI era. Headquartered in Boston, MA, with a global team and a large ecosystem of partners, Creatio serves thousands of customers in over 100 countries and automates tens of millions of workflows daily. Genuine care for our clients and partners is at the heart of our DNA. 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, recognizing our commitment to employee wellbeing and a strong workplace culture.

Who We’re Looking For:

Support Analyst to join our Global Customer Support Team. 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. The role is based in Ukraine.

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

Requirements:

• Experience in technical or customer support roles
• Strong understanding of HelpDesk / ServiceDesk 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:

• Growth & Development: Clear career paths, mentorship opportunities, and access to continuous learning to help you reach your full potential.
• Flexibility & Well-Being: We provide flexible work arrangements and initiatives that empower you to manage your schedule effectively, stay productive, and thrive both personally and professionally.
• Recognition & Impact: A culture that celebrates achievements, values your ideas, and empowers you to make real contributions from day one.
• Innovative Culture: Be part of a company that embraces new ideas, modern technologies, and bold thinking to stay ahead of the curve.
• Benefits & Rewards Package: We provide competitive compensation and benefits designed to support you and your family. Our rewards approach goes beyond salary, recognizing your contributions and commitment. The exact package may vary depending on your country of residence and employment type.