Вакансія: Technical Support (в Суми)

Загальна інформація про вакансію

<p dir="ltr"><strong>Who are we?</strong></p> <p dir="ltr">Sempico Solutions is an international telecom company and business messaging service built around our own product — the Gatum messaging platform. We help our clients deliver different types of messages, such as marketing campaigns, verification messages, OTPs (one-time passwords), and more.</p> <p dir="ltr">Our mission is to provide fast, simple, and reliable communication between businesses and customers — through SMS and messaging apps — with global reach, anywhere, always.</p> <p dir="ltr"><strong>Our benefits:</strong></p> <ul><li dir="ltr"><p dir="ltr">Work in a fast-growing product company where you can grow together with the business.</p></li><li dir="ltr"><p dir="ltr">Annual paid vacation of 24 calendar days and paid sick leave.</p></li><li dir="ltr"><p dir="ltr">Remote working format.</p></li><li dir="ltr"><p dir="ltr">Convenient working hours from Monday to Friday from 9:00 to 18:00 UTC+2 (including 1 hour for lunch).</p></li><li dir="ltr"><p dir="ltr">Competitive salary: base rate with an opportunity to review each 6 months.</p></li><li dir="ltr"><p dir="ltr">Step-by-step onboarding and training process - you'll have a dedicated Support Specialist as your mentor from day one.</p></li><li dir="ltr"><p dir="ltr">Planning your individual career path together with your manager (growth to Support Specialist within 12–18 months).</p></li><li dir="ltr"><p dir="ltr">Reimbursement of expenses for professional development courses/certifications (up to 75% in agreement with the management).</p></li><li dir="ltr"><p dir="ltr">Strong positive product-company culture with a good sense of humor.</p></li></ul> <p><strong>What about the team?</strong></p> <p dir="ltr">? 100% remote | ? Global team</p> <p dir="ltr">At our company, everyone is on a first-name basis. There's no unnecessary bureaucracy. We work together, support each other, and move toward common goals. At Sempico Solutions, you'll quickly feel what it means to be a real part of the Team.</p> <p dir="ltr"><strong>Requirements</strong></p> <p dir="ltr">At Sempico Solutions, we're looking for a proactive and technically curious Technical Support (Escalation Level 1) who is ready to be the first human line of support in the chain: AI → <strong>L1 (you)</strong> → Support Specialist → CTO.</p> <p dir="ltr">You are someone who enjoys digging into new systems, isn't afraid to read logs and documentation, and communicates clearly and calmly — even under pressure.</p> <p dir="ltr"><strong>Our ideal candidate has:</strong></p> <ul><li dir="ltr"><p dir="ltr">Ability to clearly express thoughts in written communication — structured, professional, client-oriented.</p></li><li dir="ltr"><p dir="ltr">Responsibility, honesty, and punctuality: you close tickets properly, or escalate with full context — you don't leave things hanging.</p></li><li dir="ltr"><p dir="ltr">Analytical mindset: ability to break a problem into components, form a hypothesis, and verify it.</p></li><li dir="ltr"><p dir="ltr">Confidence working in Linux terminal (navigation, reading logs, basic commands) and Windows.</p></li><li dir="ltr"><p dir="ltr">Basic knowledge of network protocols (TCP/IP, DNS, HTTP) - you can explain what ping, traceroute, and nslookup tell you.</p></li><li dir="ltr"><p dir="ltr">Basic ability to read tcpdump output at packet level.</p></li><li dir="ltr"><p dir="ltr">Basic SQL skills (SELECT, WHERE, JOIN) - for diagnosing account state, traffic, and DLR records.</p></li><li dir="ltr"><p dir="ltr">Readiness to work across multiple channels simultaneously (Telegram, WhatsApp, Teams, HelpCrunch, email) and prioritize in real time.</p></li><li dir="ltr"><p dir="ltr">Fluent Ukrainian (C1 or native) and English at B2 Upper Intermediate level or higher (both spoken and written).</p></li><li dir="ltr"><p dir="ltr">Calm and professional behavior with clients, even in difficult conversations - no emotional reactions, no empty promises.</p></li><li dir="ltr"><p dir="ltr">Eagerness to learn and grow - you try to figure things out yourself first, but aren't afraid to ask.</p></li><li dir="ltr"><p dir="ltr">Be technically equipped - our work requires being online during working hours regardless of power outages. Reliable internet connection and charged equipment are a must!</p></li></ul> <p dir="ltr"><strong>Nice to have:</strong></p> <ul><li dir="ltr"><p dir="ltr">Experience in technical or customer support (IT / telecom).</p></li><li dir="ltr"><p dir="ltr">Basic knowledge of SMS / SMPP / CPaaS.</p></li><li dir="ltr"><p dir="ltr">Experience with HelpCrunch, Zendesk, Intercom, or similar ticketing systems.</p></li><li dir="ltr"><p dir="ltr">Basic scripting skills (Bash / Python) for routine tasks.</p></li><li dir="ltr"><p dir="ltr">Experience with Jira / Trello.</p></li><li dir="ltr"><p dir="ltr">Experience maintaining documentation or FAQ.</p></li><li dir="ltr"><p dir="ltr">Technical education or self-education in networking / IT.</p></li></ul> <p dir="ltr"><strong>What You'll Do</strong></p> <ul><li dir="ltr"><p dir="ltr">Handle client tickets escalated from AI Support - perform first-level diagnosis and resolve or escalate with full context.</p></li><li dir="ltr"><p dir="ltr">Diagnose issues at the first human level: read logs, query the database, analyze tcpdump output.</p></li><li dir="ltr"><p dir="ltr">Work across all client communication channels: Telegram, WhatsApp, Teams, HelpCrunch, and email.</p></li><li dir="ltr"><p dir="ltr">Escalate to the Support Specialist with complete context - steps to reproduce, hypotheses, relevant data - so the next person can pick it up without asking questions.</p></li></ul>