Position: Head of Customer Support / Senior Technical Support
Category: Support
English level: upper
Years of experience: 7

- Building Support team of 5 members from scratch;
- Creating all Support processes and Monitoring tools from product release;
- Creating batch of python scripts / Jenkins pipelines and automated mainly all Support activities;
Jan-2022 – Present - Head of Customer Support
Tasks performed:
 • Onboarding and leading team of 6 members for 2 projects.
 • 24/7 on-call support.
 • Providing training to Sales team.
 • Onboarding new customers (technical integration).
 • Checking tickets per KPI and SLA.
 • Writing Jenkins pipelines.
 • Supporting k8s.
 • Updating terraform code.
 • Writing python/bash scripts.
 • Tasks related to AWS.
 • Configuration 3rd party integrations (Slack, OpsGenie, PagerDuty).
 • Creating and supporting wiki documentation.

Aug-2020 – Jan 2022 – Senior Technical Support Engineer
Tasks performed:
    • Handle requests from B2B sales/vendors/customers regarding to KPI & SLA.
    • Taking ownership of technical issues, working with Product and Development group to resolve more advanced issues when necessary.
    • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
    • Manage and monitor systems to drive troubleshooting.
    • Supporting / updating scripts.
    • Providing training to customers.
 
Jul-2019 – Aug 2020 – Senior Technical Support Engineer
Tasks performed:
    • Handle requests from B2B clients.
    • Working with Development & DevOps team to resolve more advanced issues.
    • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
    • Writing scripts.
    • Providing training to new customers.
    • Creation the supporting documentation.
    

Oct-2018 – Jul-2019 - Production Support Engineer
Tasks performed:
    • Supported existing system. 
    • Managed and monitored systems to drive troubleshooting. 
    • Collected relevant data and reported fraud.

Dec-2017 – Oct-2018 - Production Support Engineer
Tasks performed:
    • Performed monitoring. Wrote technical documentation.

Jun-2016 – Dec-2017 - Technical Support Engineer
Tasks performed:
    • Provided support for clients via email, telephone and remote software. 
    • Working with documentation and technical team as necessary to resolve product and document issues
Looking only for remote job

Interesting project with python scripts, AWS, docker, k8s...