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. The Support Analyst role is part of the Global Customer Support Division, focusing on in-depth analysis, diagnosis, and resolution of complex user cases related to the Creatio product line, as well as knowledge sharing and collaboration with internal technical teams.

• 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

• 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
• 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
• Create, update, and maintain knowledge base articles
• Contribute to troubleshooting guides and technical documentation
• Provide feedback and improvement suggestions to the Academy team
• 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