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. The platform combines an AI-first architecture, composable no-code tools, and enterprise-grade governance to help organizations build and scale faster. Creatio is recognized as a Leader and Strong Performer in multiple Gartner and Forrester reports and was named to Inc.’s Best Workplaces list in 2025.

• 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

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