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