Дмитро

Dmytro Sosnytskyi
Technical Support Engineer | Crypto & Fintech Background
​ [відкрити контакти](див. вище в блоці «контактна інформація») ​ [відкрити контакти](див. вище в блоці «контактна інформація») ​ Linkedin ​ Valencia, Spain ​ English B2

SUMMARY
Process-oriented, data-driven Technical Support Engineer with 6+ years of experience supporting B2B and B2C clients in international
SaaS, fintech, and billing systems, resolving complex technical issues.
Strong background in troubleshooting, incident management, and ticket escalation using Jira and Zendesk, combined with hands-on
work with databases, logs, and monitoring tools to identify root causes efficiently.
Have a basic understanding of BPMN and familiarity with Creatio workflow and task flow modeling.
Passionate about blockchain technologies, DeFi, and Web3 ecosystems, with practical exposure to token sales and launchpads.
Recognized for leadership and process improvements - reduced First Response Time by 25% through workflow optimization and
proactive ticket management.
Fast learner with a proactive mindset, strong analytical thinking, and the ability to quickly adapt to new tools and technologies.

Tools:
SQL, Jira, Confluence, Zendesk, BPMN, Creatio, Tableau, Splunk, Amazon Athena, Grafana, Nagios, Kibana

Core strengths:
Fast Learning, Analytical Thinking, Problem Solving, Communication, Adaptability, Collaboration, Process Optimization, Process
Mapping (BPMN basics)

KEY ACHIEVEMENTS
​ Improved Response Time ​ Enhanced Service Quality
Reduced First Response Time by 25% in Q1 through Led initiatives to improve internal workflows and QA
process optimization and proactive ticket management. procedures, resulting in a 30% increase in customer
satisfaction and higher CSAT scores.

​ Increased Issue Resolution Rate ​ Cross-Team Collaboration
Resolved over 95% of customer issues independently on Strengthened cooperation between Support, QA, and Dev
first contact, improving overall support efficiency and teams through structured feedback loops in Jira,
reducing escalations. accelerating bug resolution cycles by 20%.

EXPERIENCE
Technical Support Engineer
SQUAD
10/2022 - Present Remote
• Troubleshooting software, hardware, and network issues using SQL, Splunk, Tableau, and Amazon Athena.
• Working primarily with B2C end-users and occasionally supporting business customers.
• Analyzing logs and metrics to identify root causes and recurring trends.
• Managing and tracking tickets and bugs in Jira, ensuring timely resolution and clear communication with development and QA
teams.
• Collaborating closely with QA and development teams to resolve customer issues.
• Preparing regular performance reports and insights in Confluence to improve support efficiency and workflows.

Technical Support Engineer
AMTOSS
02/2020 - 12/2025 Kharkiv
• Delivered 24/7 technical support for B2B partners and B2C customers in a production environment with strict SLA requirements.
• Supported incident management and alert handling in collaboration with QA and Dev teams.
• Worked in 24/7 production environment ensuring system uptime and SLA compliance.
• Provided timely and effective customer support via Zendesk, ensuring SLA compliance and high customer satisfaction.
• Created and optimized simple SQL queries to assist in troubleshooting and data validation.
• Managed and tracked issues and bugs in Jira, collaborating with developers to ensure prompt resolution.
• Analyzed log files and internal documentation to identify root causes and recommend solutions.
• Maintained customer files and databases, ensuring data accuracy and consistency.
• Evaluated recurring customer issues and suggested improvements to enhance product stability and overall support processes.
EXPERIENCE
Operation Department/QA of Support Team
Fintech Company (under NDA)
12/2017 - 02/2020 Kharkiv
• Resolved complex issues and provided technical guidance to support engineers.
• Developed and implemented performance improvement strategies and QA standards to ensure consistent service quality.
• Analyzed team metrics and customer feedback to identify opportunities for improvement.
• Conducted research, prepared performance reports, and presented findings to management.
• Worked flexible shifts (nights, weekends, holidays) ensuring SLA compliance.
• Monitored support metrics and incident trends.

Team Leader of Support Team
12/2016 - 09/2017 Kharkiv
• Led a support team, managed priorities, and ensured timely resolution of customer requests.
• Exceeded performance targets through effective task delegation and workflow optimization.
• Collaborated with customers and internal teams to improve satisfaction and response times.
• Fostered teamwork through training sessions and team-building initiatives.
• Collaborated with QA and development teams to enhance issue resolution and product stability.

EDUCATION
Master's Degree
National Technical University «Kharkiv Polytechnic Institute»
09/2013 - 07/2014 Kharkiv, Ukraine
• Project Management

Bachelor of Science
National Technical University «Kharkiv Polytechnic Institute»
09/2009 - 07/2013 Kharkiv, Ukraine
• Mechanical Engineering

TRAINING / COURSES
Networking Foundations Cisco NDG Linux Essentials Preparation LPIC-1 Exam 101
HDB Academy Cisco Networking Academy Linux Professional Institute

DevOps Course Basic QA Course
Hillel Educational Center SkillUp Educational Center of IT

LANGUAGES
English Ukrainian
B2 Native