Position: Technical Support
Category: Support
English level: fluent
Years of experience: 4


I have worked as L2/L3 Technical Customer Support, and Account Manager in the last 4 years.


Technical Support Engineer
Company name is under NDA
September 2020 - April 2023
- Managing customers' API integration and 3rd party integrations. 
- Monitoring and debugging via logging/data systems such as Kibana and Grafana
- Website, mobile app integration&functional testing
- Bug tickets creation and verification on JIRA
- Creating SQL queries for reporting purposes 
- Customer support
- User retention
- Content and account moderation 
- Creating Confluence-knowledge base/WIKI / FAQs / Translations
- Training of newcomers

Technical Support Agent / Customer Support Team Lead
j2global Email Marketing (SMTP&Campaigner products)

September 2018 - September 2020 
 - Provided assistance via different communication channels (emails, livechat and phone)
- Debugging issues, managing multiple queues
- Assisted customers with their DNS inquiries.
- Worked with tools such as; Jira, Confluence, and Salesforce
- - Assisted customers with setting up APIs (REST/ SOAP) and 3rd party integrations. 
- API (Postman)
- Created documentation for both external and internal customers (FAQs, KB, guides etc)
- Trained and managed all new hires for my team(Campaigner)