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


Sep 2022 - Feb 2023
OnApp - Support & Services Manager
 leading support team distributed through different locations;
 managing staff scheduling to ensure 24/7 coverage with flexibility and resiliency;
 conducting performance reviews, monitoring engineers’ growth;
 clients’ feedbacks analysis, handling customers’ escalations of critical issues;
 collecting of main metrics and stats (using Zendesk Explore);
 development of existing workflows;
 communication with other internal and external departments on behalf of the team;
 conducting technical part of interviews;

Mar 2021 - Oct 2022
OnApp - L1 Support Engineer
 providing first line customer support via tickets/phone/chat in English;
 troubleshooting issues, related to OnApp software, also network-, virtualization- and storage related problems.

Feb 2019 - Mar 2021
Zoom Support - Technical Coach
 development of training programs and knowledge base through Confluence;
 troubleshooting of hard cases;
 conducting technical part of interviews;
 training and providing individual coaching for support teams;
 creating tests and organizing knowledge assessment for employees;
 providing feedback about the software issues.

Mar 2018 - Jan 2019
Zoom Support - Senior Support Agent
 providing customer support via chat/phone in English;
 troubleshooting software-related issues on MacOS, Windows, Android, iOS remotely using TeamViewer/LogMeIn Remote Access;
 configuring peripheral devices.