- Successfully completed L1 > L2 retraining program and probation period, confirming readiness to handle increased technical complexity;

- Consistently met and exceeded performance KPIs while working with complex customer issues;

- Improved cross-team collaboration with QA and R&D by providing clear reproduction steps and structured technical cases.

- Analyze complex customer issues related to database tools and heterogeneous environments.

- Reproduce reported issues in controlled test setups to verify product behavior.

- Distinguish product defects from configuration issues and expected behavior.

- Perform end-to-end error report analysis;

- Verify fixes in updated product builds and provide accurate feedback.

- Collaborated with L3 engineers during remote troubleshooting sessions with customers to verify issues, localize root causes, and collect technical data for further investigation.

- AI-assisted workflow optimization, structured prompting, iterative refinement, and validation of generated outputs

- Provided customer-facing technical support for database-related products.

- Supported effective issue escalation by collecting detailed technical information.

- Reproduced standard and moderately complex issues following established workflows.

- Created and maintained internal knowledge base articles and L1 documentation.

- Collaborated with L2 support, QA, and internal teams during issue escalation.

- Built a strong foundation in product knowledge and troubleshooting workflows for database-related tools.

- Maintained stable KPI performance while handling customer-facing technical support tasks.

- Provided technical support for desktop and web applications with a focus on issue investigation and defect reporting.

- Created and maintained technical documentation and knowledge base materials used by support teams.

- Participated in testing workflows and collaborated with QA and development teams by providing detailed issue descriptions and reproduction steps.

- Identified and reported software defects, contributing to product quality improvements.