Profile
Driven by Curiosity
Being a geek at heart, I strive to stay on top of trends in every aspect of my life - whether in popular culture, AI, home automation, snowboarding, or marketing. I thrive on being at the cutting edge.
Shaped by Support
I have worked in customer service since my student years and remain passionate about the impact great service can have. I believe that only support can turn an angry customer into a loyal fan of the product.
Balanced by Family
I am a believer that true long-term productivity is possible only with a strong personal foundation. Thanks to my family, my employer can rely on my emotional stability and consistent effectiveness.
Work Experience
Support Engineer → Head of Support
JetBrains
2019–Present • Amsterdam, Netherlands
- Began as a Senior Support Engineer, handling customer issues and collaborating with product teams on bug tracking and prioritization.
- Promoted to Support Team Leader for the largest team (IntelliJ IDEA), monitoring customer satisfaction, engineer productivity, service quality, and professional growth, while providing structured feedback to the product team.
- Currently serving as Head of Support for JetBrains’ largest department (IntelliJ), creating strategy and overseeing support processes company-wide. Key contributions include:
- Implemented a ticket review process, developed a KPI monitoring framework, and enhanced cross-team collaboration (QA, PMs, Developers).
- Built unified enterprise support (link) from the ground up: defined the concept, created the business plan, and launched it in partnership with Go-To-Market, Sales, Legal, and other teams.
- Led AI transformation across 10+ support teams: introduced automatic routing, sentiment detection, severity assessment, and AI-driven post-analysis, including advanced ticket categorization.
- Directed the product team that built and released the support chatbot, now available at jetbrains.com/support.
- Established a data-driven feedback process for product leaders: automated delivery of customer insights on top bugs and feature requests, aligning hypotheses with real user communications.
- Championed KCS framework adoption: facilitated design sessions with consortium consultants, and implemented knowledge creation and analysis workflows across multiple departments.
Junior Support Engineer → Support Team Leader
Parallels (Plesk)
2014–2019 • Novosibirsk, Russia
- Started as a Junior Support Engineer, gaining end-to-end expertise in Bash, DNS, Mail, Web, and Database servers.
- Advanced to Senior Support Engineer: mentored new hires, authored knowledge base articles, and resolved the most complex issues.
- Promoted to Support Team Leader: monitored team performance and ensured KPI achievement.