At Yandex Metrica, I resolve complex Tier 2 cases for enterprise and VIP clients, investigating with SQL and raw event logs. I escalate to analysts and developers when the root cause is in the product.
As Support Subteam Lead, I manage a team of five specialists. I built automated KPI alerts and redesigned the KPI and bonus scale to improve team quality, response times and resolution times.
At STARTEAM, I built technical support processes from scratch for an affiliate network, CRM, publisher landing pages and Android apps. I created L1 troubleshooting guides, trained the team and wrote scripts using third-party APIs to automate routine work.
I also supported media buyers and internal users, setting up tracking and attribution with Keitaro, AppsFlyer and Branch. My projects include a Cloudflare bulk-domain setup tool and a Korean vocabulary web app.
