Position: Senior Application Engineer
Category: Support
English level: fluent
Years of experience: 4


4 years of working experience in the Telecom industry in a deep stage of support in the LATAM region with a big client base.
Tasks:
- consistent support of customers with technical and information requests
- managing and maintaining of business catalog (Mobile Plans, different equipment)
- active communication with customers high up`s and regular team
- L2 troubleshooting and analyze 
- experience in business trip`s to LATAM country
- managing the L3 team
- Knowledge sharing and mentoring
Technologies:
- QA experience ( manual, regression)
- SQL experience in searching data and preparing DF`s
- Jira experience 
- Java application triage experience
- Working with billing systems and managed services systems, also experience with 
eCommerce application`s support and triage

At the moment I'm catalog lead/L2 triage, managing different issues of customers from easiest to hardest, engaging in escalations and communication with customers on a regular basis, also learning new colleagues and sharing knowledge about components.
Planning to expand support and communication skills, improve troubleshooting knowledge and technical skills, and develop L2 Lead skills.