Position: Technical Support Engineer
Category: Support
English level: fluent
Years of experience: 6


Application Support Engineer
Allvue Systems · 
Feb 2022 - Present 
• Provides support while demonstrating problem-solving skills and excellent B2B customer service via the ticketing system
• Collaborates with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance our product and services
• Creates articles for the knowledgebase
• Regularly performs triage and can quickly troubleshoot and resolve problems for any client.

Skills: Customer Support · Amazon Web Services (AWS) · SQL

CleverFiles Full-time
Aug 2020 – Feb 2022
Kyiv, Kyiv City, Ukraine
- Resolving issues escalated by other agents, or escalating them to QA;
- Supporting users via email and live-chat;
- Creating and maintaining the knowledgebase and the predefined answers;
- Training new hires.

Technical Support Engineer
Software MacKiev Full-time
Mar 2017 – Sep 2020
Kiev Region, Ukraine
1st line of support for a desktop application (on Mac and Windows) for professional and amateur genealogists.
- Supporting customers via chats and emails;
- Helping developers to improve user experience by tracking & reporting problem issues;
- Handling and resolving customers' complaints and requests;
- Troubleshooting technical problems.

Account Manager
Lucky Talky
Sep 2016 – Mar 2017
Kyiv
- Supporting customers via chats, phone calls, emails and social media;
- Controlling the overall quality of the workflow;
- Helping developers to improve user experience by tracking & reporting problem issues;
- Handling and resolving customers' complaints and requests.