Position: Technical Support Engineer L1, L2
Category: Support
English level: fluent
Years of experience: 7


2018 – 2022:
Technical Support Engineer at Software MacKiev:
• I help Family Tree Maker, TreeVault Cloud Services, FTM 
Connect, and the Print Shop users with their technical issues 
(live chat, screensharing, LADesk CRM); our software spans 
a range of operating systems: Windows, macOS, iOS, 
Android.
• for a few weeks in autumn 2019, I took on duties of a 
technical writer and wrote/edited about a dozen of support 
articles about FTM 2019 on our website. At that time, I had to 
cooperate with our QA department.
• I’ve done some additional QA-related tasks at the request of 
my managers. One of them was to test different beta versions 
of our software.

2016 – 2018:
Dispute Resolution Specialist at UvoTeam, an EdTech company:
• handled clients’ complaints;
• served as an arbiter between customers and contractors;
• communicated directly with payments systems, such as 
PayPal, Skrill, Gate2Shop;
• maintained high retention of clients.

2015 – 2016:
Support Team member at UvoTeam:
• provided assistance to English speaking customers (by 
phone, chat, emails);
• monitored orders;
• performed marketing tasks (sold services, promoted new 
features, processed feedback etc.);
• performed additional customer support tasks initiated by 
management