Technical Support

Опис вакансії

Who are we?

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.

Our mission is to provide fast, simple, and reliable communication between businesses and customers — through SMS and messaging apps — with global reach, anywhere, always.

Our benefits:

• Work in a fast-growing product company where you can grow together with the business.

• Annual paid vacation of 24 calendar days and paid sick leave.

• Remote working format.

• Convenient working hours from Monday to Friday from 9:00 to 18:00 UTC+2 (including 1 hour for lunch).

• Competitive salary: base rate with an opportunity to review each 6 months.

• Step-by-step onboarding and training process - you'll have a dedicated Support Specialist as your mentor from day one.

• Planning your individual career path together with your manager (growth to Support Specialist within 12–18 months).

• Reimbursement of expenses for professional development courses/certifications (up to 75% in agreement with the management).

• Strong positive product-company culture with a good sense of humor.

What about the team?

? 100% remote | ? Global team

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.

Requirements

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 → L1 (you) → Support Specialist → CTO.

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.

Our ideal candidate has:

• Ability to clearly express thoughts in written communication — structured, professional, client-oriented.

• Responsibility, honesty, and punctuality: you close tickets properly, or escalate with full context — you don't leave things hanging.

• Analytical mindset: ability to break a problem into components, form a hypothesis, and verify it.

• Confidence working in Linux terminal (navigation, reading logs, basic commands) and Windows.

• Basic knowledge of network protocols (TCP/IP, DNS, HTTP) - you can explain what ping, traceroute, and nslookup tell you.

• Basic ability to read tcpdump output at packet level.

• Basic SQL skills (SELECT, WHERE, JOIN) - for diagnosing account state, traffic, and DLR records.

• Readiness to work across multiple channels simultaneously (Telegram, WhatsApp, Teams, HelpCrunch, email) and prioritize in real time.

• Fluent Ukrainian (C1 or native) and English at B2 Upper Intermediate level or higher (both spoken and written).

• Calm and professional behavior with clients, even in difficult conversations - no emotional reactions, no empty promises.

• Eagerness to learn and grow - you try to figure things out yourself first, but aren't afraid to ask.

• Be technically equipped - our work requires being online during working hours regardless of power outages. Reliable internet connection and charged equipment are a must!

Nice to have:

• Experience in technical or customer support (IT / telecom).

• Basic knowledge of SMS / SMPP / CPaaS.

• Experience with HelpCrunch, Zendesk, Intercom, or similar ticketing systems.

• Basic scripting skills (Bash / Python) for routine tasks.

• Experience with Jira / Trello.

• Experience maintaining documentation or FAQ.

• Technical education or self-education in networking / IT.

What You'll Do

• Handle client tickets escalated from AI Support - perform first-level diagnosis and resolve or escalate with full context.

• Diagnose issues at the first human level: read logs, query the database, analyze tcpdump output.

• Work across all client communication channels: Telegram, WhatsApp, Teams, HelpCrunch, and email.

• 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.