web3support

High-risk payment platform enabling conversion of card transfers into USDT. Monitored system health and key metrics; responded to alerts, logged incidents, and handled primary incident analysis. Used SQL queries for data extraction, reporting, and anomaly detection in production databases. Developed 10+ Python scripts to automate support workflows and improve operational efficiency. Analyzed AWS Performance Insights data, including AAS patterns, to identify performance bottlenecks and anomalies. Resolved complex L2/L3 support cases escalated from L1: diagnosis, reproduction, RCA, and resolution or escalation. Collaborated with Development, QA, and DevOps teams; validated production readiness and maintained internal documentation. Participated in on-call rotations, including weekends and off-hours support.

Online acquiring, cloud cash register, SaaS payment processing, tips and donation products, and payment integrations. Provided daily support for a high-load payment system processing up to 2 million transactions per day. Supported sales and account managers with analytics, reporting, dispute handling, and conversion-related tasks. Assisted merchants with API methods, widgets, mobile SDKs, CMS modules, WebView, subscriptions/tokens, and payment constructor tooling. Improved observability by adding 30+ new logs in Kibana, significantly strengthening debugging and incident investigation. Investigated web-related issues using browser DevTools and network debugging techniques. Mentored 5 team members, supported onboarding, and contributed to scaling by launching 600+ integrations with payment gateways and fiscal systems.