Position: Technical support engeneer
Category: Support
English level: upper
Years of experience: 5


April 2021 — present - Technical support engineer

Tasks: Investigating technical problems and diagnose root causes in Linux and Windows servers, developing, designing and purposing solutions to meet tech and business needs, managing critical issues, debugging, creating workarounds for issues, live troubleshooting for on-premise clients

May 2020 — April 2021 -  Head of Support

Tasks: Building and optimization support team, fraud activity detection (both payments and traffic), analyzing traffic and tech issues, describing bugs, scripts writing, maintain infrastructure, creating documentation, implementing business processes.

December 2018 — May 2020 -  Support Agent

Tasks: Consulting users concerning the platform, analyzing traffic issues, conducting demo presentations, solving technical issues,  describing bugs, training and adapting new employees.

May 2017 — December 2018 - Support Agent

Tasks: Consulting users concerning the platform, creating a customer training program concerning Forex trading, creating and conducting workshops for customers, solving technical issues and conflict situations, monitoring the KPI performance of support team.