Position: Customer Support Engineer / Lead
Category: Support
English level: fluent
Years of experience: 6


•	Namecheap, Inc, Nov 2016 – Jun 2017, Dnipro, Ukraine – Customer Support Representative.
- Assisted customers in the inbound chats and tickets in Kayako support system in English with their issues with shared hosting (cPanel) and SSL certificates.

•	Namecheap, Inc, Jul 2017 - Jan 2019, Dnipro, Ukraine – Subject Matter Expert in the Customer Support Department.
- A mentor for the tier 1 support.
- The first escalation point for the tier 1 support representatives.
- Solving hard technical issues with which tier 1 support guys could not help due to the lack of knowledge/experience.
- Setting up VPS hosting servers + WHM/cPanel.
- Writing technical articles for the internal database + proofreading articles in the external database.
- In addition, I was a part-time middle Quality Assurance Analyst. I reread chats/tickets of specific “wards” (CS representatives), marked mistakes (procedural, technical, language, phrasing), and sent those reports to the “ward”.
- Was trained to be a Support Team Leader, but could not relocate to become the one.

•	Ciklum LLC Jan 2019 – Sep 2020, Dnipro, Ukraine – Outstaff company. I was a part of 2 projects in parallel below:

>   Pixellot, Ltd. Jan 2019 – Sep 2020 – Tier-2 Technical Support Engineer
- A mentor for the tier-1 support.
- The first escalation point for the tier 1 support representatives.
- Solving hard technical issues with which tier 1 support guys could not help due to the lack of knowledge/experience in Freshservice.
- Replicating and reporting bugs/issues in Jira.
- Direct reporting to R&D, SRE, Global Manager.
- Communication with VIP customers who required a special approach with technical explanations via phone/tickets.

>   Pronet Gaming, June – July 2020 - Part-time CSS Developer
- Changing themes for booking websites

•	Fluent Trade Technologies Oct 2020 – Nowadays, Dnipro, Ukraine – Sr. Technical Support Engineer
- Responding to customers’ inquiries related to information, product functionality, and issues using Gmail or ServiceNow
- Log and classify all requests in Trello/Jira
- Investigating, recognizing, and escalating recurring issues, inferior processes, or outdated procedures
- Perform configuration modifications, documenting troubleshooting in the local knowledgebase
- Working with Linux, analyzing logs with grep, regexp, scripts
I don't want to have outbound calls. 
Also, inbound calls are not in my wish-list, but I can discuss it if the opportunities are good for me.