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Denis Trokhin

@denistrokhin

Message

Mid-level technical support engineer automating diagnostics for enterprise systems.

Russian Federation

Message

What I'm looking for

I’m looking for a mid-level support role—remote or on-site—with a focus on ownership, fast troubleshooting, and clear technical communication. I’m open to relocation (Argentina, Portugal, other locations) and I work well in ITIL/Jira-based teams.

I’m a Technical Support Engineer with 2.5 years in L2 application support for enterprise data and marketing systems, plus a high-traffic e-commerce platform. In my current role, I run up to 6 client projects in parallel with 100% SLA compliance, acting as the escalation point across teams and business users.

I diagnose root causes of complex, non-standard incidents in distributed systems (Kafka, Greenplum, Kubernetes), and fix or escalate with clear technical briefs. I automate diagnostics with Python and Bash, write SQL daily, work by ITIL in Jira, and keep documentation and the knowledge base up to date through patches, releases, and admin guides.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Consultant (L2)

Current

GlowByte Consulting

Mar 2025 - Present (1 year 4 months)

L2 support for corporate targeted marketing systems for enterprise clients, running up to 6 projects in parallel while maintaining 100% SLA compliance. Diagnose complex non-standard incidents in distributed systems and automate monitoring/diagnostics with Python and Bash, working in Jira under ITIL.

L2 Application Support ITIL Jira SLA Root Cause Analysis Distributed Systems Kafka Greenplum Kubernetes Python BASH SQL Monitoring Patch And Release Support Technical Documentation Escalation Management

Technical Support Specialist

DM Tech (Detsky Mir Group)

Jan 2024 - Mar 2025 (1 year 2 months)

Handled ITIL-based incident processing for an SAP Hybris e-commerce platform supporting the website and mobile app. Managed support requests from first response to resolution or escalation, created SQL reports in JasperSoft, and supported monitoring, API access, and integrations via Postman.

Incident Management SAP Hybris Hybris Management Console SQL Reporting Integration Testing Postman Incident Escalation Technical Documentation