Position: Integration Engineer
Category: Support
English level: fluent
Years of experience: 5

*** L2 Technical Support Engineer: ***

I achieved a personal CSAT score of 4.9 out of 5 -- Based on the customer satisfaction surveys in Jan and Feb 2023.

Resolved complex technical issues that required complex SQL queries (including SQL queries with the JOIN operator).

I am meeting SLAs consistently due to my ability to manage my workload effectively.

Contributed to the adjustments of the Salesforce CRM tool that the team uses to track customers' tickets/cases. As a result, the tickets' next actions are now clear, and the communication flow between the L1, L2, and CSM teams is now more streamlined.

Contributed to the adjustments of the xFind Salesforce CRM plugin to improve the L1 and L2 teams' productivity in finding solutions to common issues. As a result, the L1 Technical Support Team's average response time was reduced by 9%.

*** L1/L2 Cross-Team Technical Support Engineer: ***

Personal 12% improvement in the first call resolution (FCR) rate over the last six months. FCR is the percentage of customer issues that are resolved during the first interaction with the support team.

32% improvement in personal productivity over the last six months. I am consistently exceeding the expected KPIs and OKRs, e.g., the number of tickets handled during a shift.

Results of my efforts in mentoring and training junior team members:

9% reduction in the L1 Technical Support Team's average response time.

Reduction in the number of escalations from the L1 Technical Support Team to the L2 Technical Support Team.

Improvement in the L1 Technical Support Team's customer satisfaction scores: the CSAT score improved from 4.5 to 4.8 out of 5 over the last six months.

By being responsive, empathetic, and knowledgeable, I provided exceptional customer service that resulted in a reduction in the customer churn rate for the team.
I am an experienced Technical Support Engineer with a proven track record of effectively serving B2B customers. I am tech-savvy, organized, and detail-oriented. I have a strong work ethic and am a quick learner. My home office is equipped with stable Internet connections (LAN, DSL, 4G) and a reliable power supply (with power stations).

PROFESSIONAL EXPERIENCE:

L2 Technical Support Engineer: Jan 2023 — Present
L1/L2 Cross-Team Technical Support Engineer: Aug 2022 — Jan 2023 (6 months)
L1 Technical Support Engineer: Jul 2021 — Aug 2022 (1 year 1 month)

Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers.

Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers.

Ensured compliance with service level agreements (SLA) and incident management processes.

Managed incidents and escalations according to established processes and SLAs, and updated status pages.

Focused on improving KPIs and OKRs, such as first response time and ticket resolution time.

Resolved technical issues related to hardware, software, and networking. Provided RCA details to customers.

Used DBeaver to construct complex SQL queries to generate reports that customers could not get via API.

Captured and analyzed network traffic logs with Chrome DevTools and Fiddler to diagnose and resolve technical issues. Analyzed internal database and API logs to identify and resolve performance issues.

Worked on a rotating schedule, including weekends, to ensure 24/7 support.

Collaborated with cross-functional teams (L3, R&D/Product, NOC, DevOps, on-call, CSM) to resolve complex issues. I earned the title of the Messi of Jiras for my talent to create concise Jira tickets.

Built standard workflows and ticket response templates for common issues.

Maintained and updated internal and customer-facing knowledge base. Recorded educational video tutorials.

Trained junior technical support staff in one-to-one screen-sharing sessions to help them improve their skills.

Conducted Ask Me Anything (AMA) and deep dive RCA sessions for colleagues, providing opportunities for knowledge sharing and growth and fostering a culture of continuous learning and improvement.