Technical Support Engineer (L2)

На данный момент Technical Support Engineer (L2).

Мои компетенции и опыт

PROFESSIONAL SUMMARY

Technical Support Engineer with 5+ years of experience supporting SaaS products and enterprise users in fast-paced IT environments.

Experienced in incident investigation, second-line technical support, API testing, knowledge base management, technical documentation, chatbot development, and cross-functional collaboration with Engineering, Product, and Analytics teams.

Passionate about simplifying complex technical information, improving support processes, and building scalable documentation that enhances both customer and employee experience.

CORE SKILLS

Technical Support

• L2 Technical Support
• Incident Investigation
• Root Cause Analysis
• Troubleshooting
• Escalation Management

Documentation

• Knowledge Base Management
• Technical Documentation
• Internal Documentation
• Technical Writing
• SOP Creation

Technical Tools

• Jira
• Confluence
• Grafana
• Postman
• SQL (Basic)
• HTML (Basic)
• Google Sheets
• Microsoft Excel

Other

• Chatbot Design
• API Testing
• Cross-functional Collaboration
• Customer Experience
• Process Improvement
• Training & Onboarding

PROFESSIONAL EXPERIENCE

Agent Smart Policy

Technical Support Engineer (L2)

June 2025 – Present

• Investigate complex technical incidents escalated from first-line support.
• Perform root cause analysis using Grafana, Postman, and basic SQL queries.
• Create detailed Jira tickets for Engineering teams with technical findings.
• Collaborate with Product Managers, Developers, and Analysts to resolve production issues.
• Monitor system health and service availability.
• Build and maintain internal knowledge base articles in Confluence.
• Develop technical documentation, troubleshooting guides, and operational procedures.
• Design chatbot conversation flows and response templates to improve automation.

Agent Smart Policy

Senior Technical Support Specialist

November 2024 – June 2025

• Provided technical support to insurance agents via chat and email.
• Maintained and expanded the internal knowledge base.
• Created documentation for support specialists.
• Designed chatbot conversation flows and automated response templates.
• Worked closely with cross-functional teams to improve internal support processes.
• Prepared operational reports for management.
• Managed support tasks using Jira.

Yandex

User Support Specialist

July 2024 – November 2024

• Delivered customer support via chat and email.
• Resolved customer issues while maintaining high service quality.

Yandex

Senior Content Support Specialist

January 2022 – March 2024

• Led internal initiatives aimed at improving customer satisfaction and reducing template-based responses.
• Created and maintained documentation for the support organization.
• Developed knowledge base articles and response templates.
• Collaborated with Product, PR, Engineering, Analytics, and Support teams.
• Designed chatbot conversation logic.
• Updated documentation following product changes.
• Trained and onboarded new support specialists.
• Worked extensively with Google Sheets and Excel for operational reporting and data management.

Yandex

User Support Specialist

August 2021 – January 2022

• Supported Yandex Taxi users through live chat.
• Resolved customer issues while meeting SLA requirements.

Krasivo Krasim

Customer Support & Design Specialist

November 2020 – January 2021

• Provided customer consultations.
• Managed order fulfillment and logistics.
• Designed custom paint-by-number products.
• Coordinated with shipping partners.

EDUCATION

Moscow Region State University

Psychology (Incomplete Higher Education)

LANGUAGES

Russian — Native

English — Upper Intermediate (B2)

TECHNICAL STACK

Jira • Confluence • Grafana • Postman • SQL • HTML • Google Sheets • Microsoft Excel • Wiki • API Testing • Knowledge Base • Chatbots