Maksym Kuzmenko

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Maksym Kuzmenko

Technical Support Engineer

Production support · Incident analysis & RCA · Linux & networking · Monitoring

Open to remote L2/L3 roles 📍 Chernihiv, Ukraine

Support engineer with 9 years in technical support and operations — from NOC traffic monitoring to production support for enterprise e-commerce platforms. I investigate production and staging errors, deploy and patch environments, monitor systems and write RCA reports after incidents. Outside work I build and run my own Python services on a Linux server.

LEVEL · YEARS IN SUPPORT 9since Oct 2017
QUESTS3companies
ACHIEVEMENTS4certs
SIDE QUESTS2live bots

01 · QUEST LOG

Experience

Technical Support Engineer L1 · Astound Digital

Sep 2021 – Present IN PROGRESS
  • Analyse production and staging application errors; investigate service availability and performance degradation.
  • Deploy and patch production and staging environments with minimal downtime.
  • Monitor internal and client-facing systems to detect and respond to issues in real time.
  • Prepare Root Cause Analysis (RCA) reports after incidents and keep system health monitoring at a high standard.
  • Work across client platforms: Salesforce, Hybris, Magento, Shopify, WordPress, IBM WebSphere.
  • Collaborate with DBAs and cross-functional teams on system stability and issue resolution.
  • Manage user access in Jira, Salesforce, Slack and Google Admin Console.
  • Handle complex, non-standard tasks and quickly pick up client-specific technologies.

Customer Care Specialist · SendPulse

Sep 2019 – Sep 2021 COMPLETED
  • Real-time customer support via live chat and inbound calls.
  • Bug reports and close work with development and QA teams to track and resolve technical problems.
  • Deep knowledge of email marketing, SMS, web push, chatbots, SMTP and CRM tools.
  • Worked with internal ticketing systems with a high level of responsiveness and accuracy.

NOC & Technical Support · Flames Group

Oct 2017 – Sep 2019 COMPLETED
  • Monitored voice and SMS traffic; detected and resolved routing issues and disruptions in real time.
  • Optimised traffic routes for efficiency and revenue; identified new business opportunities.
  • Worked with billing systems and CRM platforms to manage client accounts.

02 · SIDE QUESTS

Projects

● live numbers from my server

Video Downloader Bot

Telegram bot that downloads videos and photos by link from Instagram, TikTok, YouTube, Facebook, X, Threads, Pinterest and other platforms — files up to 2 GB, in private chats, groups and inline mode.

PythonTelegram Bot APIyt-dlp gallery-dlinstagrapiffmpegPlaywright DockerNginxsystemdLinux
500+users
1,000+downloads / week
95%success rate

Sports Analytics Bot

Telegram bot that sends daily forecasts for football, CS2, Dota 2 and Formula 1 with win probabilities, then reviews each forecast after the match and tracks its accuracy.

PythonTelegram Bot APIClaude API REST APIsESPN APILiquipedia API JSONsystemdLinux
20+forecasts
10+reviewed
3sports

03 · SKILL TREE

Skills

ASupport & Operations

Incident analysisRCA reportsTroubleshooting & log analysis Prod / staging deploymentsMonitoring & alertingAccess management Bug reportingTechnical documentationScrum / Kanban

BMonitoring & ITSM

KibanaGrafanaZabbixNew Relic SplunkServiceNowJiraConfluence JenkinsLiveAgent

CInfrastructure

Linux (Ubuntu)systemd · cronWindows · AD · PowerShell TCP/IP · VPNWireshark · tcpdumpDNS SSL/TLS · OpenSSL · Let's EncryptNginx · ApacheDocker Kubernetes (user level)AWSDigitalOcean VMware · VirtualBoxGit

DPlatforms

SalesforceHybrisMagentoShopify WordPressIBM WebSphereSAPOkta Google Admin

ECode & APIs

PythonBashSQL · MySQL · SQLiteREST APIs GraphQLOAuth 2.0JSONPostman Selenium · PlaywrightWeb scrapingHTML · CSS · JS Kotlin · Android (basics)

FAutomation & AI

LLM APIs (Claude)Prompt engineeringAI agents & tool use AI-assisted developmentTelegram Bot APIyt-dlp · ffmpeg Social media APIsWorkflow automationAPI cost control

GSoft skills

Clear communicationExplaining tech to non-tech usersTime management AdaptabilityFast learnerCritical thinking Conflict resolutionEmpathyCalm under pressure

04 · ACHIEVEMENTS UNLOCKED

Certifications

05 · TRAINING GROUNDS

Education

Master of Computer EngineeringChernihiv National University of Technology · 2018
Bachelor of Computer EngineeringChernihiv National University of Technology · 2016

06 · LANGUAGES

Languages

UkrainianNative
EnglishB2 — confident technical communication
RussianUnderstand well — trying to forget
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