Artem

Artem Pasiuha
Technical Support Engineer (L2) | FinTech / Payments / Application Support
Sumy, Ukraine (remote) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Telegram: @vergil_pro

PROFESSIONAL SUMMARY
Support specialist with a programming / IT degree and 2 years of hands-on experience in troubleshooting online platforms
and accounts, plus practical experience in resolving tickets, reading JSON / XML logs, working with PostgreSQL and SQL,
testing APIs in Postman, using Grafana, and tracking and processing crypto transactions (USDT, USDC, ETH, BNB, SOL). Used
to communicating with providers and merchants in messengers, working to deadlines and documenting solutions. Currently
learning webhooks and deeper API integrations. Looking for an L2 Technical / Application Support role in FinTech, payments,
crypto or iGaming.

TECH STACK
Hands-on (basic+) PostgreSQL, SQL, Grafana, Postman, JSON / XML, Telegram, ticketing systems, Linux (VPS), crypto:
USDT, USDC, ETH, BNB, SOL
Familiar / learning Webhooks, REST APIs, Jira, Zendesk, Slack, Microsoft Teams, Git; block explorers (Etherscan,
BscScan, Solscan, Tronscan); wallets (MetaMask, Trust Wallet); networks ERC-20, BEP-20, TRC-20,
Solana
Payments (concepts) Payment gateways and acquiring, Visa / Mastercard, Stripe, PayPal, Apple Pay / Google Pay, SEPA /
SWIFT, 3-D Secure, KYC / AML basics, refunds and chargebacks, deposits / withdrawals
These tools are simple to pick up: I already work with the underlying logic (logs, requests, transactions, statuses), so
learning a new system usually takes days, not months. I enjoy learning new tools and they directly make support
faster and more accurate.

TECHNICAL SKILLS
Support & Incidents L2-oriented troubleshooting, ticket resolution, root cause analysis, issue classification and
prioritization, escalation, documenting solutions
Logs & Monitoring Reading and analyzing logs in JSON and XML formats; basic experience with Grafana dashboards for
monitoring and incident investigation
Databases PostgreSQL and SQL (basic): querying data to investigate cases and verify account and transaction
states
APIs & Web Postman (basic): sending API requests and checking responses; understanding of web fundamentals
(HTTP, client–server, status codes); learning webhooks
Crypto & Payments Tracking and processing crypto transactions: USDT, USDC, ETH, BNB, SOL; checking transaction
status, hashes, networks and wallet addresses
Linux & Servers Installed and configured Linux VPS servers; command line; basic server administration
Communication Support communication with payment providers and merchants via Telegram; quick to adapt to
Slack, Microsoft Teams and other support tools

PROFESSIONAL EXPERIENCE
Digital / Technical Support Specialist
Digital / affiliate team (Google AdSense and partner offers) | 2 years
• Investigated account blocks, restrictions and errors on online platforms: identified root causes and prepared solutions for
each case.
• Handled a high volume of repetitive and non-standard cases, prioritizing tasks and meeting tight deadlines under heavy
workload.
• Prepared and adapted appeals and responses for specific situations, working with platform requirements and rules.
• Set up, configured and maintained a large number of online accounts across different platforms.
• Tested different approaches, analyzed results and documented what worked to speed up future case resolution.
• Coordinated work with team members and managed multiple tasks in parallel.
The team was disbanded after the founder changed the business direction.
ADDITIONAL PRACTICAL EXPERIENCE
• Resolved support tickets: clarified the issue, checked logs, found the cause, communicated status and confirmed the fix.
• Tracked and processed crypto transactions in USDT, USDC, ETH, BNB and SOL, verifying status, network and wallet
details.
• Communicated with providers and merchants in Telegram: clarified incidents, requested data, shared updates until
resolution.
• Investigated cases with SQL queries in PostgreSQL, analyzed JSON / XML logs, checked API requests in Postman and
reviewed metrics in Grafana.

EDUCATION
Sumy State University — Higher education, Programming / Information Technology
Konotop Institute of SumDU (Polytechnic College) | Additional: marketing and digital marketing courses

LANGUAGES
Ukrainian — native | English — B2 (Intermediate), confident reading of technical documentation and written
communication | Russian — fluent