Support manager, менеджер технічної підтримки

Hicell is hiring a Technical Support Specialist to join its team!

www.hicell.net

Head office: Kyiv, Ukraine

Work format: Office/Hybrid (with the possibility of full remote work)

Main requirements:

📌 Theoretical knowledge: SMPP, Pcap dump, Grafana, Postman

📌 At least 1 year of experience in customer support.

📌 Ukrainian, English B1+

📌 Ability to conduct high-quality and productive dialogue in chat rooms.

📌 Analytical and research skills.

📌 Customer and results-oriented.

📌 Desire and willingness to work in a team.

Responsibilities:

✅ Responding quickly and attentively to customer requests.

✅ Communicating with customers via email, text messages, customer support chat, and any other means of communication.

✅ Resolving customer requests and issues.

✅ Creating configurations for connecting suppliers.

✅ Setting up mail parsing configurations for new connections.

✅ Monitoring key service status indicators.

✅ Communicating with other departments of our company.

✅ Resolving customer requests.

✅ Configuring SMPP and HTTP API settings.

✅ Working with logs and dumps.

✅ Working with the bug system (from all system users).

The following would be a plus:

📎 Experience in writing technical documentation.

📎 Experience working with mobile devices.

📎 Experience working in telecommunications.

📎 Technical education.

We offer:

• The shift work schedule is from Monday to Friday, with occasional partial shifts on weekends.
• Supportive team culture: work in a friendly, collaborative environment where your ideas matter.
• International environment: join a diverse, global team with open communication and shared goals.
• Company-provided MacBook: Enjoy smooth, high-performance work with a MacBook, available to every team member who needs one.
• Healthy work-life balance: take advantage of 24 calendar days of paid vacation each year, plus paid sick leave — because your well-being and balance matter to us.
• Professional & personal growth: we encourage your development — and support it with time, trust, and resources.
• Learning covered: we cover the cost of career development courses, trainings, and webinars to help you grow faster.