Svitla Systems Inc. is seeking an experienced Support Manager for a full-time position (40 hours per week) in Ukraine to lead and grow our support operations. This person will play a key role in managing day-to-day support delivery and helping us scale high-quality, responsive services to our clients. The focus will be on building reliable processes, supporting distributed teams, and ensuring smooth operations across all support levels – from L1 to L3. This is a hands-on operational role where your experience managing support teams, setting up support workflows, and working with ticketing platforms will be essential. You’ll work closely with technical leads and client-facing teams, and also participate in presales activities as part of the broader project team.
Requirements
- Proven experience managing technical or customer support teams, ideally across L1–L3 levels.
- Hands-on experience administering support ticketing platforms (Zendesk, Jira Service Management, ServiceNow, or similar).
- Experience managing distributed teams and operating 24/7 support environments.
- Familiarity with ITSM or ITIL concepts and support process design.
- Understanding of SOC and NOC operations, as well as the differences between them.
- Strong operational mindset with the ability to define processes, improve workflows, and deliver reliable support services.
- Be comfortable working with both technical and non-technical stakeholders.
- Experience working in either a product company or service provider environment (e.g., telecom, B2B support).
- Willingness to contribute to client-facing efforts as part of presales/project planning.
Nice to have
- Knowledge of cloud environments (AWS, Azure, GCP) and monitoring tools.
- Background in consulting or managed services.
Responsibilities
- Manage day-to-day operations of application and technical support services (L1–L3).
- Oversee distributed teams, including 24/7/365 coverage, shift scheduling, and on-call planning.
- Define and maintain service workflows, SLAs, and escalation procedures.
- Take ownership of support platforms — set up, administer, and optimize ticketing systems (Zendesk, ServiceNow, Jira, or similar).
- Collaborate with Engineering, DevOps, and Delivery teams to ensure support teams are appropriately aligned and documented.
- Contribute to presales efforts by supporting proposal development and helping define delivery models and support estimates.
- Report on support metrics and drive service quality through performance monitoring and feedback.
We offer
- US and EU projects based on advanced technologies.
- Competitive compensation based on skills and experience.
- Annual performance appraisals.
- Flexibility in workspace, either remote or in one of our development offices.
- Comprehensive medical insurance including dental and massages.
- Sport reimbursement program for onsite and online activities.
- Support of a healthy lifestyle, compensation for running events.
- Bonuses for recommendations of new employees.
- Bonuses for article writing, public talks, other activities.
- Personal loan budget available for long-term personnel.
- 20 vacation days, 10 national holidays and sick leaves.
- Maternity leave policy and family days off.
- Full compensation for conferences, courses, English classes.
- Free webinars, meetups and conferences organized by Svitla.
- Gifts for New Year, anniversaries, children, and more.
- Fun corporate celebrations and activities, regular lectures on various topics.
- Awesome team, friendly and supportive community!
About Svitla
Svitla Systems is a global digital solutions company headquartered in California, with business and development offices throughout the US, Latin America, Europe, and Asia. Svitla is an outspoken advocate of workplace flexibility, best known for its well-established remote culture, individual approach to our teammate’s professional and personal growth, and trustworthy environment.
Since 2003, Svitla has served a wide range of clients, from innovative start-ups in California to mega-large corporations such as Ingenico, Amplience, InvoiceASAP and Global Citizen. At Svitla, developers work with clients’ teams directly, building lasting and successful partnerships, as a result of seamless integration with on-site processes.
Svitla Systems’ global mission is to build a business that contributes to the well-being of our partners, personnel and their families, improves our communities, and makes a lasting difference in the world. Join us!
