Open to opportunities

Shoraan Dembirel

@shoraandembirel

Message

I resolve L2/L3 production incidents across microservices, databases, Kubernetes, and SaaS integrations.

Montenegro

Message

What I'm looking for

I'm looking for an L2/L3 technical support or support leadership role in a remote or EU-based environment, where I can troubleshoot distributed production systems, improve incident operations, automate recurring work, and partner with Dev and DevOps teams.

At ReturnPro, I provide L3 support for 100+ microservices and distributed MSSQL and PostgreSQL environments, resolving complex production anomalies through cross-server analysis. I prevented a major outage by identifying RabbitMQ message accumulation and optimizing resources before infrastructure depletion.

I previously scaled ReturnPro’s L2 support team from 6 to 12 engineers, built department KPIs for SLA and escalation performance, and reduced onboarding time by more than 50% through improved documentation. I also created automation scripts and a cross-platform reporting tool to reduce recurring data-fix and troubleshooting work.

Alongside ReturnPro, I served as Syrve’s highest technical escalation point for Kubernetes, containers, logs, payment gateways, and hospitality hardware integrations. I work closely with development, QA, and DevOps teams to isolate root causes and deliver permanent fixes.

Experience

Work history, roles, and key accomplishments

Current

Senior L3 Technical Support Engineer

Current

ReturnPro

Jun 2025 - Present (1 year 2 months)

Provide expert L3 support across a production environment of 100+ microservices, conducting complex data aggregation and cross-server analysis across heterogeneous DBMS. Proactively prevented a major system outage by identifying critical message accumulation in RabbitMQ queues and optimizing resource allocation.