Danilo Lekić
@danilolekic
Technical Support Engineer with 8+ years of enterprise experience specializing in tier-2/tier-3 B2B software and hardware support.
SerbiaWhat I'm looking for
Technical Support Engineer with 8+ years of enterprise experience specializing in tier-2/tier-3 B2B software troubleshooting, cloud and application log observability, relational database investigations, and cross-functional engineering escalations. Proven track record in supporting multi-product enterprise SaaS portfolios, resolving high-severity (Sev-1) production incidents, and integrating modern AI agent workflows (MCP servers) to accelerate ticket triage and root-cause analysis. Experienced independent B2B contractor fluent in collaborating with distributed engineering and infrastructure teams.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Trilogy
Jul 2025 - Jul 2026 (1 year)
Provided advanced Tier-2 and Tier-3 technical support across a portfolio of 8 enterprise B2B software products, integrating AI agents with MCP servers to automate log telemetry extraction and ticket analysis. Investigated production incidents via SSH, AWS CloudWatch, Grafana, and SumoLogic, and conducted code-level inspections in GitHub and read-only database investigations in MySQL, PostgreSQL, a
Technical Support Specialist
PAR Technologies
Oct 2023 - Apr 2025 (1 year 6 months)
Handled advanced tier-2 technical investigations for enterprise restaurant online ordering platforms and cloud-connected POS integrations using Zendesk. Served as the sole technical support engineer during a major platform transition, balancing high-volume queue triage with rapid Severity-1 incident response and executive escalations.
Delivered high-volume technical support for NCR's flagship retail client, managing and resolving technical cases via ServiceNow, phone, and email across distributed store environments. Maintained a sustained first-contact remote resolution rate exceeding 85% across an average workload of 25 tickets per day, and mentored 5 new team members.
Education
Degrees, certifications, and relevant coursework
High School "Sveti Sava"
Secondary Diploma, Mathematics, IT, and Physics
Completed specialized secondary curriculum with focus in mathematics, IT, and physics, earning a secondary diploma.
Tech stack
Software and tools used professionally
Availability
Location
SerbiaAuthorized to work in
Salary expectations
Social media
Job categories
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