Open to opportunities

Riccardo Rabissoni

@riccardorabissoni

Message

I lead L3 SaaS support, turning complex escalations into repeatable engineering fixes.

Italy

Message

What I'm looking for

I'm looking to lead or contribute hands-on in technical support, incident management, or software roles where I can resolve complex SaaS issues, improve processes through automation, and work closely with engineering and customer-facing teams.

I lead L3 support for LibraCyber’s enterprise SaaS platform, handling complex escalations from investigation through structural resolution. I coordinate engineering, operations, and customer success to turn customer-reported issues into repeatable fixes.

I previously worked at Cyber Guru as Head of L3 and Senior Software Developer, maintaining a cybersecurity-awareness e-learning platform and analyzing PHP, JavaScript, and MySQL issues. I manage support workflows through Zendesk, Jira, Sinergify, Kibana, Elasticsearch, and operational reporting.

Across online gaming, anti-fraud, media, research infrastructure, and public-sector systems, I’ve built and maintained web applications, back-office tools, servers, and data services. My mathematics background brings an analytical, pragmatic approach to communicating complex technical problems clearly.

Experience

Work history, roles, and key accomplishments

Current

Head of L3 Support

Current

LibraCyber

Apr 2026 - Present (4 months)

Lead the third-level support team on an enterprise SaaS platform, handling complex escalations and coordinating engineering, operations, and customer success to implement structural fixes.