SERGEI CHERNOV

naxolme@gmail.com
https://www.linkedin.com/in/naholme/

–– SUMMARY ––

Technical Support Engineer with 15 years of experience in B2B software, eCommerce platforms and payment integrations. I investigate production issues independently: I collect data from logs, API requests and responses (JSON) and SQL, test hypotheses, find the root cause, and escalate to development with clear evidence. Experienced in external integrations, documentation, and building internal support tools and automation.

–– EDUCATION ––
Specialist Diploma in Corporate Information Systems, Business Processes and Information Management
Khabarovsk State University of Economics and Law, Management Faculty

–– LANGUAGES ––
English (B2+), Russian (native)

–– EXPERIENCE ––

Apicworld, Technical Support Engineer (L2)
May 2026 – Jul 2026

- Investigated transaction processing issues.
- Wrote scripts to automate bulk operations on transactions.
- Built a web application for working with external providers.

Technologies: SQL, REST API, JSON, Grafana, Jira
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ETNA Software, Technical Support Engineer (L3)
Aug 2025 – Feb 2026

- Investigated production incidents and performed root cause analysis using application logs, API requests and database records.
- Investigated production issues related to order and transaction processing (FIX Protocol).
- Escalated complex issues to Development, QA and DevOps with a clear description of symptoms and evidence.
- Handled about 10 tickets per day.

Technologies: SQL, Windows Server, AWS, REST API, JSON, XML, FIX Protocol
––––

VPN Generator, Support Team Lead
Sep 2024 – Jul 2025

- Organized technical support processes: request handling, workflow rules, routing, automation.
- Developed and maintained internal tools for the support team.
- Improved knowledge base and documentation to speed up request handling.

Technologies: Jira, JQL, Confluence
––––

DrunkLab, Support Specialist
Apr 2024 – Sep 2024

- Consulted customers on the company's service (ECU programming for diesel engines) in Intercom.
- Redirected customers to the appropriate service and assisted them through the process.
- Worked with the company knowledge base in Guru.

Technologies: Intercom, Guru
––––

CS-Cart, Product Analyst
Jan 2022 – Apr 2024

- Researched product features and proposed improvements based on market and customer needs.
- Owned tasks from idea to delivery: defined requirements, explained business logic to the development team, participated in sprint planning and supported implementation.
- Coordinated in-app onboarding development: task definition, collaboration with designer and developer, and launch of the solution.

Tools: YouTrack, Google Sheets
––––

CS-Cart, Technical Support Engineer
Nov 2017 – Dec 2021

- Provided expert help in server and platform setup, including integrations with third-party services (payment gateways, shipping providers, etc.).
- Performed platform customization based on client requirements, including feature development and code-level modifications.
- Handed over bugs and feature requests to the development team, participated in prioritization and tracked execution.
- Helped onboard new employees and documented internal processes.

Technologies: Linux, Terminal, API, MySQL, PHP, HTML, CSS, JavaScript, Smarty, XML, YouTrack
––––

Alta-Soft, Technical Support Engineer
Sep 2012 – Sep 2017

- Primary contact for B2B clients, on-site integration.
- Provided support for ERP platform and digital document exchange system.
- Conducted trainings and seminars for foreign trade specialists.

Technologies: Microsoft SQL Server, XML, CryptoPRO
––––

Freelance, Technical Support Engineer
May 2010 – Jun 2012

- Maintained networks (D-Link, MikroTik).
- Managed server applications (Windows Server).
- Managed licenses and workstations.