Position: Community Support
Category: Support
English level: upper
Years of experience: 10

September 2018 - to now, Beta community support (mobile navigation)
Technologies: Mobile App Testing, Navigation Apps, Firebase, TestFlight, Logs Analysis.
 - facilitating a feedback loop between the Beta community and the product and QA teams;
 - foster a positive, constructive, and communicative community of beta testers that feel involved in the product development;
 - collaboration with Product and QA teams to track all issues and concerns from discovery to resolution;
 - issue analysis and investigation (Firebase, monitoring tool for crashes and testing);
 - beta build releases (via TestFlight);

May 2013 – August 2018, Level 3 Support engineer (data backup solution). 
Technologies: Data Backup, Virtual Machines, Windows Servers, Network, Logs Analysis.
 - troubleshooting analysis and reproductions of a customer's issues to help drive faster resolution of their technical requests;
 - application and system logs analysis, troubleshooting of network issues, troubleshooting of environmental issues, online troubleshooting sessions with the customers;
 - solve and recommend the appropriate action to take, escalating to development teams if needed;
 - participate in technical communications within the 2nd line support team to perform training for the product features;
 - business trips to the USA (Reston) for collaboration with the 2nd line support team;
 - cooperation and closely work with the development team;
maintaining the support team documentation. 

June 2012 – May 2013, QA engineer (data backup solution).  
 - plan, analyze, design, and execute manual tests;
 - perform feature and regression testing;
 - cooperation and closely work with the development team;  
 - bug reporting and bug tracking.
I have been working as a beta community support engineer for more than three years. This role is day-to-day work with the Community, Product Owners, Quality Assurance team, Release Managers, and Customer Support to discover, investigate, escalate, and communicate about the product issues, changes, and user concerns. Also, I have more than five years of experience in software testing and support desktop client-server applications, experienced in Scrum SDLC.
Domains: Data Backup solutions, Navigation apps, Chemistry, and Agriculture.
Technologies: Software Support L3, Community support, QA (ISTQB), SDLC, Windows Server, Hyper-V, VMWare, ESX(i), ZenDesk, Jira, Backups.
- actively growing project;
- usage and ability to learn new technologies;
- permanent personal development.