Yevhen Fesenko

Technical Support Engineer Team Leader

Technical Support and Customer Operations Specialist with 7+ years of experience in customer support, technical issue investigation, and team coordination within fast-paced international environments. Skilled in handling escalations, troubleshooting integrations and platform-related issues, improving support workflows, and collaborating with cross-functional teams. Experienced in mentoring team members, optimizing support processes, and ensuring high-quality customer experience.

[email protected] +995 511166644 Tbilisi, Georgia
LinkedIn
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Skills
Work Experience
Technical Support Engineer Team Leader
VeliTech
Mar 2025 — PresentCurrent
  • - Managed technical support requests and investigated issues related to payment transactions and integrations;
  • - Communicated with merchants and external providers to resolve operational and technical problems;
  • - Analyzed logs, API responses, and system behavior to identify root causes of incidents;
  • - Escalated complex cases to development teams and coordinated issue resolution;
  • - Monitored ticket queues and ensured timely responses according to SLA requirements;
  • - Participated in improving internal support processes and knowledge base documentation;
  • - Assisted colleagues with difficult cases and shared technical knowledge within the team;
  • - Worked with Jira, Slack, Postman, and monitoring tools during daily support operations.
CUSTOMER SUPPORT MANAGER
Rallyware/Myagi
Dec 2021 — Mar 2025
  • - Managed escalations and resolved technical customer issues in collaboration with engineering teams;
  • - Improved support workflows and contributed to process optimization initiatives;
  • - Mentored and supported team members in handling complex cases;
  • - Worked with cross-functional teams to ensure efficient issue resolution and customer satisfaction;
  • - Maintained and updated internal documentation and support procedures.
CUSTOMER SERVICE TEAM LEADER
Namecheap
May 2021 — Dec 2021
  • - Supervised daily support operations and coordinated shift activities;
  • - Investigated technical issues and supported bug reproduction with developers;
  • - Managed team workload and provided mentoring on complex cases;
  • - Conducted quality checks and ensured adherence to support standards;
  • - Collaborated with other departments to resolve customer issues efficiently.
CUSTOMER SERVICE SPECIALIST
Namecheap
Sep 2018 — May 2021
  • - Provided technical customer support via chat and ticketing system;
  • - Assisted with product setup, configuration, and troubleshooting;
  • - Investigated issues and escalated complex technical cases when needed;
  • - Maintained product knowledge and supported internal documentation updates;
  • - Recorded and tracked customer interactions and resolutions.
Skills
Problem-solvingCustomer serviceTechnical SupportCritical thinkingData analysisProcess improvementCustomer relationship managementTraining and developmentLeadership
Languages
English
Advanced
Ukranian
Native
Russian
Native
Polish
Basic
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