ʙʀᴏғᴏʀᴇsᴛ | Support Engineer
About Me
Experienced Support Engineer with extensive QA background and deep expertise in technical troubleshooting, customer service, and IT project support across various technological architectures.
I specialize in providing comprehensive technical support, resolving complex customer issues, and bridging the gap between technical teams and end users with focus on exceptional customer experience.
My technical competencies include system diagnostics, API troubleshooting, database analysis, and working with various support tools and monitoring systems.
I bring successful experience in leading support initiatives, process optimization, and strategic collaboration with development teams to ensure seamless product delivery and customer satisfaction.
Skills
Tech Stack
Frameworks:
- Zendesk
- Jira
UI Libraries:
- Postman
- DevTools
Languages:
- SQL
- JavaScript
Backend:
- New Relic
- Grafana
Integration:
- REST API
- JSON
Containerization:
- Docker
- Linux
Markup:
- Markdown
- HTML
Tools:
- Git
- VS Code
Latest Project
Customer Support & Technical Assistance
Providing technical support for web and mobile applications, helping customers resolve issues and maintaining system stability.
Customer Support:
- Answering customer inquiries via email, chat, and phone
- Creating simple guides and FAQ documentation
- Working with development team to resolve customer issues
- Tracking customer cases and following up on solutions
Technical Troubleshooting:
- Investigating technical problems reported by customers
- Testing application functionality and reproducing bugs
- Monitoring system performance and identifying issues
- Supporting application updates and deployments
Work Experience
Support Engineer
January 2021 – Present- Providing comprehensive technical support for web and mobile applications across multiple client projects
- Investigating and resolving complex customer issues including API integration problems, database connectivity, and system performance
- Creating and maintaining detailed troubleshooting documentation and knowledge base articles for common issues
- Collaborating with development teams to escalate critical bugs and provide detailed reproduction steps
- Monitoring system health and proactively identifying potential issues before they impact customers
- Supporting deployment processes and coordinating with DevOps team for smooth releases
- Analyzing customer feedback and usage patterns to suggest product improvements
QA Engineer
March 2018 – December 2020- Manual and automated testing of web applications, mobile apps, and API endpoints
- Writing and executing test cases, creating test plans, and maintaining test documentation
- Regression testing for each release cycle, ensuring product stability and quality
- Cross-browser and cross-platform compatibility testing
- Creating and maintaining automated test scripts using Cypress and Postman
- Bug reporting and tracking using Jira, working closely with development team for issue resolution
- Performance testing and database validation for various application modules