Nazar

Nazarii Tsiupryk
Customer Support Specialist / Technical Support Specialist

Location: Lviv, Ukraine
Availability: Full-time / Remote
Email: [open contact info](look above in the "contact info" section)
LinkedIn: [open contact info](look above in the "contact info" section)
Professional Summary
Customer Support Specialist with strong commercial experience supporting real users and mission-critical software systems in production environments. Proven ability to work with complex products, high request volumes, and strict service-level expectations. Combines excellent communication skills with a solid technical background, enabling fast issue resolution and high customer satisfaction.

Has extensive hands-on experience supporting web and mobile applications, working with APIs, databases, authentication systems, and internal ticketing platforms. Able to independently analyze user-reported issues, reproduce problems, identify root causes, and deliver clear solutions or escalate cases efficiently to engineering teams with complete technical context.

Recognized for professionalism, responsibility, empathy, and the ability to explain complex technical topics in a clear, user-friendly manner. Comfortable working with international customers, enterprise clients, and cross-functional teams under real commercial pressure.
Commercial Experience
Customer Support Specialist - Commercial Software Projects

Worked in a customer-facing support role on commercial web and mobile products used by real users in production. Handled daily support operations, assisting end users, business clients, partners, and internal stakeholders through ticketing systems, email communication, and internal collaboration channels.

Provided first-line and second-line technical support, resolving a wide range of issues related to user accounts, authentication, permissions, application functionality, system performance, and data consistency. Investigated reported issues by reproducing them in test and staging environments, validating behavior across browsers, devices, operating systems, and network conditions.

Maintained continuous, transparent communication with customers, ensuring they were informed about issue status, resolution progress, timelines, and available workarounds. Delivered calm, polite, and professional responses even in escalated or high-pressure situations, contributing to long-term customer trust and retention.

Worked closely with QA engineers, software developers, DevOps, and product managers to ensure customer issues were fully understood and resolved. Prepared high-quality issue descriptions including steps to reproduce, screenshots, logs, network traces, and environment details, significantly reducing investigation and resolution time.
Technical & Product Support Responsibilities
Provided in-depth technical assistance for complex web applications, supporting features such as authentication flows, user dashboards, forms, file uploads, notifications, role-based access, and integrations with third-party services.

Supported mobile applications on Android and iOS platforms, assisting users with installation issues, UI inconsistencies, performance problems, connectivity errors, and feature usage questions.

Performed API validation using Postman to verify backend behavior, analyze request and response data, identify incorrect status codes, and distinguish frontend issues from server-side defects.

Used browser developer tools to analyze frontend errors, JavaScript issues, network requests, performance bottlenecks, and caching behavior. Assisted in identifying root causes related to cookies, permissions, incorrect configurations, and environment-specific issues.
Ticket Management & Workflow
Worked extensively with ticket-based support systems, managing large volumes of incoming requests while maintaining accuracy and attention to detail. Categorized and prioritized issues based on severity, business impact, and urgency.

Ensured tickets were processed according to internal workflows and service-level expectations. Followed escalation procedures for critical or blocking issues and coordinated closely with technical teams to ensure timely resolution.

Maintained clear, structured documentation for each case, enabling efficient knowledge sharing and future reference. Contributed to internal knowledge bases, FAQs, and support guidelines by documenting recurring issues, root causes, and effective solutions.
Communication & Customer Interaction
Demonstrated strong written and verbal communication skills in English, delivering clear, concise, and professional responses adapted to the customer’s technical level.

Actively listened to customers to fully understand their concerns, asked targeted clarifying questions, and ensured accurate issue diagnosis before proposing solutions.

Maintained a respectful, calm, and solution-oriented tone when dealing with frustrated or dissatisfied users, focusing on de-escalation, trust-building, and long-term customer relationships.
Tools & Systems
Jira and ticket management systems
Postman for API validation
Browser Developer Tools (Chrome, Firefox)
TestRail and internal documentation tools
Git (basic usage for issue investigation)
Slack, email, and collaboration platforms
Key Commercial Advantages
Serious commercial experience supporting real users and production systems
Strong technical background enabling fast and accurate issue analysis
Ability to effectively bridge communication between customers and engineering teams
High attention to detail in ticket documentation and follow-ups
Proven ability to work under pressure and strict service expectations
Professional, customer-first mindset
Fast learner with strong analytical and problem-solving skills
Education
Master of Science in Internet of Things
Lviv Polytechnic National University

Academic background in software engineering fundamentals, web technologies, APIs, databases, networking, and system architecture.
Languages
Ukrainian - Native
English - Upper-Intermediate (professional working proficiency)
Career Objective
To continue developing as a Customer Support Specialist / Technical Support Specialist in a commercial environment where I can apply my technical expertise, communication skills, and responsible approach to deliver high-quality support and contribute to continuous product improvement.