Work experience

• Releases and Support Manager (software SME, L2/L3)

  Enapter

  2020.08-2026.08

  (6 years)

  – Owned complex software cases end to end as the escalation point for the support organisation: ~1,000 tickets annually, including ~10 key enterprise customers with a 4-hour SLA (24-hour business-day SLA for standard customers). – Diagnosed issues across devices, firmware and cloud; analysed logs, telemetry and API traffic to distinguish misconfiguration from product defects, create workarounds, and hand Engineering root-caused, actionable defect reports with a proposed fix. – Led live technical calls and master classes for key customers, explaining complex product behaviour to technical and non-technical audiences and maintaining clear follow-up until resolution. – Built and shipped ~10 third-party device integrations for Enapter Cloud in Lua through the public Blueprint Marketplace, using REST APIs, MQTT and Modbus; translated customer needs into live integrations. – Gathered and structured requirements across ~50 customer deployments; the analysis fed Product and Design and resulted in shipped application improvements. – Collaborated with Sales, Customer Support, Product and Engineering on escalated enterprise issues; registered defects, discussed priorities and tracked fixes through releases. – Selected and rolled out Jira Service Management and Zendesk, built the support knowledge base and Confluence documentation, defined L1–L3 escalation paths, and coordinated an L1 team of up to 5. – Managed software releases: release testing on Linux, test cases for Enapter UCMs and internal Python automation for repetitive release-testing work.
• Technical Specialist

  Yandex

  2015.08-2020.07

  (5 years)

  · Mobile app distribution at point of sale (Addappter, Yandex.Store) – L2/L3 support for retail partners and customers deploying an Android device-customisation product; reproduced defects and filed engineering-ready reports. – Built support chatbots on the Telegram Bot API and internal automation in Python; owned the knowledge base and product documentation; coordinated first-line support.