Position: L3 Technical Support
Category: Support
English level: fluent
Years of experience: 6


Currently I am employeed in two companies and both my jobs are related to Support.
My full-time employment is with the US-based company where I am acting like a L2-L3 level support engineer. My main responsibilities:
• Providing support to enterprise customers in cases escalated from L1 support;
• Acting as an escalation point for critical outages;
• Identifying and reproducing product issues to submit formal bug reports or feature requests to the appropriate development team;
• Collecting and analyzing data through different resources/databases to identify the root cause of customers' issues;
• Setting up automated reporting in cases when standard reporting doesn't fulfill the client's needs.

At my another job I am the manager of a Support team and my main responsibilities there are:
• Promoting efforts aimed at improving the current support department processes through a culture fostering continuous improvement and innovation;
• Motivate teams and individuals to achieve business goals;
• Setting up and monitoring KPIs for the team to meet the expected quality of the service;
• Collecting and analyzing data on work progress to visualize the development statistics;
• Developing Support department workflow funnels and scripts for processes and service optimization;
• Defining the process of collaboration between the departments to keep the communication clear and straightforward;
• Enriching technical knowledge base and delivering all tech updates to the company’s employees.