Position: Development support (Customer Solutions)
Category: Support
English level: upper
Years of experience: 6

Was the first member of the fresh "Development Support" team and part of successfully growing (up to 10 times ARR increase during the last three years) API product. Pushed a lot of improvements and new features for the API and general product based on customers' needs. Created all the learning materials\onboarding process\FAQ for the newcomers. Actively participated in the "support tools" development planning and the overall process. Became a reliable and empathic person for the team so you can always get an answer or assistance when needed.

I also have EcoFlow and Starlink ;)
Most recent experience (3+years):
 Perform troubleshooting and development assistance
 Assistance with the business logic building of the future product (part of the Sales Solution team)
 Assist customers with how-to questions, technical articles, and tutorials on some of the basic to intermediate-level use cases of the product's APIs and SDKs
 Act as a Subject Matter Expert for Advanced product features, including APIs, SDKs, webhooks, Various integrations, and more.
 Perform troubleshooting sessions with developers on API integrations and sales team
 Diagnose code samples from customers to identify issues and document them completely prior to internal escalation
Dedicated Support Engineer for top clients (100k$+ ARR)
 Act as point of escalation for technical questions
 Perform check of escalated issues found by internal team members prior to advancing through proper channels
 Act as a Level 3 support for the core support team (team leading, escalation, documentation, training, mentoring, etc.)

Summarized experience:
Technical support on Integration\Automation platforms (Salesforce, Zapier, Make, Power Automate, etc.)  
Assistance\consultiong on the integrations building based on the company's product API (REST API, MySQL) 
Deploying, updating, and maintaining on-premise installations  (Windows OS) + SSO setups (Azure AD) + Logs (Kibana)
 Manual QA + Postman. 
 Technical support & QA activities on hardware devices (3D scanners) 
 Team leading\managing of a support team + solution engineering
 Participation in support department development (Hiring, Documentation, Processes, etc.)
My greatest passion is helping others. The best role for me is being the bridge between Customer Success, Product, and Engineering teams. I will fit best for a product company with its own API. Can work with the support team on troubleshooting the clients' integrations and simple code samples\SQL queries. At the same time, I can act as a solution engineer for the Sales team.