Position: Technical Support (english, italian)
Category: Support
English level: upper
Years of experience: 2.5


I'm looking for a job as a Technical Support Manager (Customer Support)

Responsibilities as a Data Technical Support Manager at a SaaS company (2.5 y.):
1.	Read logs and graphs with Kibana and Grafana to troubleshoot.
2.	Alert management troubleshooting.
3.	Added sources to monitoring, using MS Azure Storage.
4.	Crawler tech support.
5.	Tech support for the operation of API data providers, using providers' Query Languages.
6.	Analyzed the profit of connected sources via the Amplitude analytic tool.
7.	Analyzed work and searched for solutions to API problems, services, and reading logs using Kibana and Grafana to debug problems
8.	Postman user experience for creating API.
9.	Written tech documentation in Notion. 
10.	Duty at the dev team for troubleshooting.

Languages: HTML, CSS, XPath, C#/.NET (beginner, OOP oriented)
OS:	Windows
IDE:	VS 2019, VS Code
Other technologies, and tools: JSON, Chrome DevTools, Fiddler, Postman, MS Azure Storage, Kibana, Intercom

Achievements as an Associate Product Manager (2 y.)
1.	Implemented an alert management system to identify some sources unavailable before customers notice them quickly.
2.	Reorganized the process of customer feedback analysis in ProductBoard, which helped to point out the main problems of our customers. Held presentations with these insights for the stakeholders. 
3.	Analysis of the effectiveness of new and existing features among customers in Amplitude in order to uncover ineffective features and product enhancement opportunities. I adjusted the product roadmap in cycles.
4.	Read logs and graphs with Kibana and Grafana to analyze the performance of connected sources.
5.	Provided cross-communication between Customer Success, Support, and Product Development departments - analyzed customer product reviews, and created and presented reports to the departments for achieving KPIs.
6.	Created and launched in production "Competitors Digest" MVP to track market trends, and increase the company's competitiveness and revenue.
7.	Created an English-language knowledge base for Department in Notion
8.	Task management in Trello, GitHub Projects
9.	Product/feature planning methods - Shape Up, OKR’s

Tools
ProductBoard	Amplitude	Notion	Google docs	Miro
Kibana	Intercom	Trello	O365	Figma
Grafana	HubSpot	GitHub Projects	Shape Up, OKR	Zappier