Support Analyst for AI CRM Platform — Flexible Work Arrangements

Creatio; Boston (MA); Remote; USD 18,000 - 26,000; Full time

Benefits offered by this job

Flexible work arrangements

Growth & development opportunities

Recognition program

Innovative culture

Job summary

Creatio is an AI CRM and workflow platform powering customer-workflow automation. The Support Analyst will join our Global Customer Support Team to analyze, diagnose, and resolve complex user cases related to Creatio products, and share knowledge with internal technical teams.

Based in Poland, you will engage in remote sessions, build processes, configure integrations, and contribute to documentation. The role emphasizes collaboration with developers and cloud admins, proactive case handling,

Qualifications

• Experience in technical or customer support roles.
• Strong understanding of HelpDesk / ServiceDesk processes.
• Comprehensive knowledge of relational database concepts.
• Proficiency in SQL.
• English proficiency at B2 level or higher.

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.

Skills

SQL

Relational DBs

OOP basics

English (B2+)

Cross-functional teamwork

Job description

Creatio is an AI CRM and workflow platform powering customer-workflow automation. The Support Analyst will join our Global Customer Support Team to analyze, diagnose, and resolve complex user cases related to Creatio products, and share knowledge with internal technical teams.

Based in Poland, you will engage in remote sessions, build processes, configure integrations, and contribute to documentation. The role emphasizes collaboration with developers and cloud admins, proactive case handling,