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Gleb Drogin

@glebdrogin

Customer Support Manager at SuperX GmbH, troubleshooting API integrations and testing product features before release.

At SuperX GmbH, I delivered customer support through live chat and email, maintaining a CSAT score above 85%. I troubleshot API integrations and automation platforms, investigated software bugs with Datadog, and tested new product features before release.

As a Technical Support Engineer at Bolt Technology OÜ, I diagnosed issues in mobile applications and platform services, reproduced defects, and analysed logs with Kibana. I also worked as a Project Manager at Tactical Solutions GmbH, coordinating projects from concept through delivery.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

SuperX GmbH

May 2026 - Oct 2026 (5 months)

Delivered customer support via live chat and email, maintaining a CSAT score above 85%. Troubleshot complex technical issues involving APIs and automation platforms such as Make and Zapier.

Customer Support

Live Chat Email Support Troubleshooting APIs Make Zapier Datadog Intercom HubSpot Linear Notion Slack AI Tools

Project Manager

Tactical Solutions GmbH

Apr 2023 - Mar 2025 (1 year 11 months)

Planned, initiated, and managed projects from concept to delivery. Coordinated internal teams and external service providers to ensure on-time execution.

Project Management Team Coordination Stakeholder Management Risk Management Status Reporting Meeting facilitation

Technical Support Engineer

Bolt Technology OÜ

Sep 2021 - Apr 2023 (1 year 7 months)

Analysed and diagnosed technical issues in mobile applications and platform services. Performed software testing to reproduce reported defects and conducted log analysis using Kibana.

Technical Support Troubleshooting Software Testing Log Analysis Kibana Bug Reporting Collaboration

Supervisor

Sutherland Global Services

Sep 2013 - Aug 2017 (3 years 11 months)

Led and coordinated a team to ensure efficient workflows. Planned workloads and monitored performance using operational KPIs.

Team Leadership Workflow Management Performance Monitoring Process Improvement Escalation Handling

Travel Consultant

Blue Travel Services

Feb 2011 - May 2012 (1 year 3 months)

Advised customers on travel bookings and services. Organised and coordinated travel arrangements and client requirements.

Customer Service Travel Planning Booking Management Client Coordination

Education

Degrees, certifications, and relevant coursework

ChapterNext GmbH

QA, Software Testing & Agile Project Management, Software Testing

2025 - 2026

Completed a program in QA, software testing, and agile project management, covering testing methodologies, test case design, API testing, test automation fundamentals, Python programming, and agile practices.