Position: Customer Support Engineer
Category: Support
English level: intermediate
Years of experience: 9


More than 9 years of experience in the IT industry working as a support engineer at a product company.
Experience in determining business needs and requirements, and implementing new features.
Conducting requirements management process on the project of implementation (analysis, prioritization, documentation, validation).
Collaboration with BA and development teams to negotiate customer requirements.
- Solving user problems and incidents (support for primary and custom functionality);
- Providing advice on technical issues;
- Creating and executing SQL queries running on MS SQL servers;
- Conducting meetings with clients to determine requirements, performing requirements analysis;
- Implementation of Desktop/Mobile software (software installation, setup, update);
- Tracking with systems: Confluence, Azure DevOps, OTRS, Redmine, YouTrack;