Тимофій

TYMOFII SHYSHKA
Email ⋄ Telegram

SUMMARY
Technical Support and Customer Support Specialist with 3+ years of experience supporting english-speaking users
in the Web3 and DeFi industry. Experienced in troubleshooting technical issues, assisting users with wallets and
transactions, explaining complex product features, reporting bugs and escalating issues to development teams.
Skilled in live chat and ticket support, technical documentation and user feedback collection. Currently expanding
technical knowledge in SQL, PostgreSQL, REST APIs and web technologies.

SKILLS
- Technical Support: Troubleshooting, Bug Reproduction, Bug Reporting, Issue Escalation, Technical
Documentation

- Customer Support: Live Chat and Ticket Support, Customer Communication, Issue Resolution,
User Guidance

- Support and Collaboration Tools: Zendesk, Jira Service Management, Notion, Discord, Slack,
Microsoft Teams

- Technical Skills: SQL, PostgreSQL, Chrome DevTools, REST API Fundamentals, Log Analysis,
HTML, CSS, Git

- Web3 Support: DeFi, Crypto Wallets, Blockchain Transactions, Blockchain Explorers, Security
Awareness

Languages: English - B2, Ukrainian - Native

EXPERIENCE
Technical Support Specialist Apr 2022 - Jul 2026
HawkFi - Web3 and Defi platform Remote
• Provided technical and customer support to English-speaking users through Discord chats and support tickets
• Investigated issues related to crypto wallets, blockchain transactions, liquidity positions, platform settings and
automated trading tools
• Reproduced reported bugs, collected relevant technical information, documented reproduction steps and
escalated confirmed issues to the development team
• Collected user feedback, feature requests and recurring complaints and communicated them to the product and
development teams
• Created technical explanations, short guides, knowledge-base content and reusable responses for frequently asked
questions
• Assisted users with security-related concerns, including suspicious links, wallet safety, scam tokens, and
potentially unsafe transactions
• Supported users during platform updates, beta releases, technical incidents and temporary service issues

EDUCATION
Bachelor’s Degree in Software Engineering 2015 - 2019
National Technical University of Ukraine “Igor Sikorsky Kyiv Polytechnic Institute”