Position: Technical support engineer L2/L3
Category: Support
English level: upper
Years of experience: 5

Knowledge and skills:
Application/SaaS/Open-source software support knowledge;
Docker, MongoDB, Linux, Bash, etc.
Basic knowledge of Kubernetes, Nginx, Git AWS,Azure
knowledge of Linux/macOS/Win  software issues troubleshooting;
Management and leading skills
Knowledge of tools and instruments:
JIRA, Confluence, SalesForce, ClickUp, Stripe 
English – upper-intermediate (B2);
Japanese – intermediate;
Ukrainian – mother tongue;
Genesis DevOps School
 DevOps engineer student internship
 Jun.  2022 - Aug. 2022 (3 months)
 Within this course I had been learning the following topics:
Docker
AWS/how to use AWS services;
CI/CD
Git/Github
Kubernetes/basic knowledge of how to work with containers and Kubernetes;
Monitoring, log management

 DevOps (Azure) Camp - ELEKS University
 DevOps engineer student internship
 Nov. 2021 - Jan. 2022  (3 months),
 Within this course I had been learning the following topics:
DevOps concepts explanation;
Linux administration;
Azure and cloud concepts;
CM (configuration management), CI, CD toolset according to modern practice;

 By the end of the Camp, I gained practical skills in working with Azure,
 Jenkins, Linux, Docker, and Kubernetes.
 Also, I have learned:
how to use Azure services;
how to create an infrastructure for software solutions;
basic knowledge of how to work with containers and Kubernetes;
basic knowledge of how to create and configure CI / CD processes.

*Current position:*
 L2 Technical Support Analyst at Rocket.Chat (current position)
   Jan. 2021 – Present (2 years and 4 months) 
 My current role mainly requires:
Providing L1/L2/L3 Technical support for companies using Rocket.chat as a Self-hosted server solution or our SaaS Cloud platform;
Held onboarding sessions of Enterprise customers and Partners when it was needed and made sure that they were satisfied with the service;
Dealt with B2B customers and partners via emails, chats, and assist them on video meetings;
Providing support during deployment process on Linux server
Remote troubleshooting via SSH connection or by ticket/phone communication, Analyzed logs;
Lead Issue Tracking on Github and reported by tickets;
Investigated issues reported by enterprise customers and partners;
Took care of escalations and screen-sharing sessions to gather more info about the reported case;
Reported bugs to the QA and Development teams and monitored them until their full resolution;
Escalated feature requests and enhancements to the product management teams;
Review and writing of support documentation;
Worked on improving customer service processes inside the Support team;
Was a mentor for teammates;

 Technical support Team Lead at Clario Tech
Mar. 2020 – Jan. 2021 (10 months )
Leading and mentoring the Technical Support Team consisting of 8 high professional technical support agents in software and hardware troubleshooting of Windows/Mac/Android/iOS
Шукаю роботу у вечірні час або part-time в часових рамках з 16/17:00 до 2:00 максимум 
- Не нічні зміни
- Не чати і не call-center