{
  "$schema": "https://cvjson.com/schema/v1.json",
  "basics": {
    "name": "Yevhen Fesenko",
    "label": "Technical Support Engineer Team Leader",
    "summary": "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.",
    "location": "Tbilisi, Georgia",
    "profiles": [
      {
        "network": "LinkedIn",
        "username": "eugene-fesenko",
        "url": "https://linkedin.com/in/eugene-fesenko"
      }
    ]
  },
  "work": [
    {
      "company": "VeliTech",
      "position": "Technical Support Engineer Team Leader",
      "startDate": "2025-03",
      "current": true,
      "highlights": [
        "- 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."
      ]
    },
    {
      "company": "Rallyware/Myagi",
      "position": "CUSTOMER SUPPORT MANAGER",
      "startDate": "2021-12",
      "endDate": "2025-03",
      "highlights": [
        "- 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."
      ]
    },
    {
      "company": "Namecheap",
      "position": "CUSTOMER SERVICE TEAM LEADER",
      "startDate": "2021-05",
      "endDate": "2021-12",
      "highlights": [
        "- 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."
      ]
    },
    {
      "company": "Namecheap",
      "position": "CUSTOMER SERVICE SPECIALIST",
      "startDate": "2018-09",
      "endDate": "2021-05",
      "highlights": [
        "- 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-solving",
    "Customer service",
    "Technical Support",
    "Critical thinking",
    "Data analysis",
    "Process improvement",
    "Customer relationship management",
    "Training and development",
    "Leadership"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Advanced"
    },
    {
      "language": "Ukranian",
      "fluency": "Native"
    },
    {
      "language": "Russian",
      "fluency": "Native"
    },
    {
      "language": "Polish",
      "fluency": "Basic"
    }
  ],
  "availability": {
    "status": "open",
    "sponsorship": false
  },
  "ats": {
    "keywords": [
      "Technical Support Engineer Team Leader",
      "VeliTech",
      "CUSTOMER SUPPORT MANAGER",
      "Rallyware/Myagi",
      "CUSTOMER SERVICE TEAM LEADER",
      "Namecheap",
      "CUSTOMER SERVICE SPECIALIST",
      "Problem-solving",
      "Customer service",
      "Technical Support",
      "Critical thinking",
      "Data analysis",
      "Process improvement",
      "Customer relationship management",
      "Training and development",
      "Leadership",
      "English",
      "Ukranian",
      "Russian",
      "Polish"
    ],
    "yearsOfExperience": 0,
    "seniority": "lead"
  },
  "verification": {
    "email": true,
    "platform": "freecv.org"
  },
  "meta": {
    "version": "1.2.1",
    "canonical": "https://livelink.cv/yevhenfesenko/cv.json",
    "lastModified": "2026-05-07T09:14:22.840Z",
    "generator": "FreeCV.org"
  }
}