Senior Technical support engineer

PayTech

Technical support engineer

С 01.04.2025 по 01.12.2025 (8 месяцев)

- Built and maintained comprehensive client-facing and internal technical documentation (user guides, FAQ, API references), significantly reducing repetitive support inquiries. - Designed and implemented a standardized process for creating and publishing release notes, ensuring consistent and timely communication of updates to both teams and customers. - Revamped technical support operations by introducing automation (response templates, ticket auto-categorization, knowledge base integration), resulting in faster ticket resolution and higher customer satisfaction. - Introduced and configured a project and task management system for the technical team (tool selection, templates, dashboards), increasing transparency, reducing overdue tasks, and improving planning accuracy. - Created and maintained a centralized knowledge base of customer issues and resolutions, enabling new support team members to onboard faster and handle standard requests independently. - Conducted regular functional and regression testing of new releases and ongoing production monitoring, catching and resolving critical issues at early stages. - Managed direct communication with English-speaking clients, including technical consultations and demo meetings, gathering feedback that shaped the product roadmap. - Wrote detailed technical tasks for developers with clear requirements and acceptance criteria, minimizing follow-up questions and rework cycles. - Participated in pre-training and fine-tuning of the company’s large language model (LLM), improving the quality and relevance of automated customer responses.

imot

Senior Technical Support

С 01.12.2023 по 29.03.2025 (1 год 3 месяца)

I was engaged in testing language engines for STT tasks and configuring prompts for GPT. Of course, I was also responsible for troubleshooting, monitoring servers, and related systems via Grafana. I prepared documentation that helped optimize the work of the technical support department and conducted API testing. During my time at the company, I delved into AI and became familiar with integrations such as AMO, Asterisk, Bitrix24, Beeline, Invideon, Megafon, Mango, Sipnet, SipUni, Rostelecom, UIS, OnlinePBX, and Zoom. It was a great experience, but I have relocated, so I am now looking for a new company.

Удобный Софт

Middle Technical Support

С 01.03.2022 по 01.12.2023 (1 год 9 месяцев)

I was engaged in comprehensive support and process optimization: configuring API integrations, automating tasks using Python and no-code tools, and working with databases and logs using SQL and Kibana. I participated in CI/CD processes (Jenkins, Git) and release preparations. A separate focus was working with a chatbot: designing its logic, conducting A/B tests, and analyzing metrics. One of my achievements was preparing a chatbot for the State Services platform.

crmguru

Technical Support (Level 2) / Analyst

С 01.11.2018 по 01.05.2020 (1 год 6 месяцев)

I was responsible for comprehensive support and process optimization: configuring API integrations, automating tasks using Python and no-code tools, and working with databases and logs using SQL and Kibana. I also participated in CI/CD processes (Jenkins, Git) and release preparations. A significant part of my role involved chatbot development—designing its logic, conducting A/B tests, and analyzing performance metrics—with one of my key achievements being the development of a chatbot for government services.

ECOM

Technical Support Engineer

С 01.10.2017 по 01.12.2018 (1 год 2 месяца)

As part of my responsibilities, I played a key part in addressing technical challenges across departments, ensuring swift resolution of issues. I was responsible for customizing configurations in 1C for both Management and Enterprise applications to align with operational requirements. My tasks included documenting and reproducing bugs, which helped streamline troubleshooting efforts. I conducted log searches to identify the sources of problems and worked extensively with Oracle databases to maintain data accuracy. Additionally, I set up Grafana alerts to ensure proactive monitoring of system performance. I also contributed to the CI/CD processes, enhancing the efficiency of software deployment and integration.

Университет

Казанский государственный энергетический университет

Родной язык

Русский

Иностранные языки

Английский, Французский, Китайский, Арабский, Хинди

Ключевые навыки

• Postgresql

• Atlassian jira

• Rest api

• Unix

• Zabbix

• Grafana

• Prometheus

• Amazon aws

• Terraform

• Bpmn 2.0

• Vmware/docker/k8s

• Ad, dhcp, dns, dfs

• Навыки работы с банковскими продуктами, psp, apm, криптопроцессингом

Дополнительная информация

Ищу фулл удаленку за пределами РФ.