Oleg

OLEG TARASOV
Support Engineer | API Integrations & Production Troubleshooting
Kyiv, Ukraine · [open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section) · Telegram: @tarasovoleg9779

PROFILE
Support Engineer with 3+ years of experience investigating and resolving production incidents in CRM and payment
systems. Combines hands-on API/webhook troubleshooting and root cause analysis with practical development skills (Git,
SQL, basic scripting), infrastructure knowledge (Linux, AWS CloudWatch, Docker, DNS/Cloudflare), and hands-on team
leadership (coordinated a support team, mentored and onboarded new agents, managed escalation flow). Comfortable
working directly with developers to reproduce, debug, and close out complex technical issues.

CORE SKILLS
Development Leadership & Management Infrastructure & Ops
• REST API design & testing (Postman: • Coordinated daily workload of a • Linux (Ubuntu) administration,
GET/POST, headers, JSON) technical support team SSH-based diagnostics
• Git version control, Merge Requests, • Mentored and onboarded new support • AWS CloudWatch & CloudWatch Logs
GitLab issue tracking agents Insights
• SQL — querying and validating • Ticket prioritization and escalation • Docker — local containers for
transaction/application data flow ownership CRM/API dev environments
• Python (basic scripting), PHP (basic), • Point of contact between support and • Grafana — monitoring dashboards
HTML/CSS/JS development teams
• DNS, Cloudflare (SSL, proxy,
• Webhook & callback debugging, JSON • Defined technical requirements for caching/CDN)
payload analysis new integrations
• Nginx / Apache (basic), cPanel, web
• Built and standardized troubleshooting hosting
documentation

WORK EXPERIENCE

Support Engineer | TGI, Kyiv
2026 – Present
• Investigate and resolve production incidents affecting CRM and payment services.
• Monitor application health and service metrics using AWS CloudWatch; analyze logs with CloudWatch Logs Insights to find
root causes.
• Troubleshoot REST API integrations, webhooks and callback delivery issues; analyze HTTP requests/responses and error
codes.
• Investigate failed payment scenarios and PSP responses across Stripe and PayPal integrations and redirect flows.
• Perform log analysis on Ubuntu servers via SSH during incident investigation.
• Collaborate with developers on production incidents and provide technical findings for root cause analysis.
• Contribute to monitoring setup, troubleshooting guides and internal documentation.

Acting Team Lead — Technical Support | TGI, Kyiv
2025 – 2026
• Coordinated daily tasks and ticket prioritization for the support team.
• Mentored team members on complex technical issues and onboarded new support agents.
• Acted as the main point of contact between support and development teams; joined technical discussions and defined
requirements for new integrations.
• Owned the escalation flow and monitored ticket resolution progress across the team.
• Helped standardize troubleshooting procedures and improve internal documentation and support workflows.
Technical Support Specialist — Tier 2 | TGI, Kyiv
2024 – 2025
• Investigated and resolved complex technical issues in the CRM system; worked with REST APIs for telephony and payment
integrations.
• Tested API requests in Postman (GET/POST, headers, JSON payloads) and validated request/response parameters.
• Configured Click-to-Call integrations via REST API; tested and debugged webhook and callback requests.
• Integrated and tested payment systems (PSP); verified transaction statuses and postback handling.
• Used Docker to run a local CRM project environment for API integration development and testing.
• Worked with server logs via SSH; diagnosed availability, DNS and Cloudflare (SSL/proxy/CDN/caching) issues.
• Assisted developers with issue reproduction and debugging; tracked work in GitLab and reviewed changes via Merge
Requests.

Technical Support Specialist — Tier 1 | TGI, Kyiv
2023 – 2024
• Provided first-line technical support for CRM users via tickets and chats; created and managed user accounts and access
permissions.
• Verified and reproduced reported issues before escalating to Tier 2, with clear technical write-ups.
• Assisted clients with domain, DNS, Cloudflare and email (SMTP) configuration.
• Created user guides and basic documentation for common issues.

LANGUAGES
English — B1+ · Ukrainian — Native