v
vaicel

Pavel A

@vaicel

Senior Support Engineer

Italy
English
About me
I am an experienced Senior Support and Systems Engineer with over 25 years of expertise in infrastructure management, cloud migrations, and product support. I specialize in OpenStack, AWS, Kubernetes, and Linux environments, having led IT teams and supported complex Tier 3 product implementations for global organizations. I am proficient in troubleshooting, automation, and optimizing high-load systems.... Read more

Skills

v
vaicel
Pavel A
Offline • 

See my services

Server Administration
I will provide server administration and technical support
From$30 / projectMore details

Work experience

Device42,_A Freshworks Company

Senior Technical Support Engineer / ITAM Specialist

Device42, A Freshworks Company • Full-time

Jun 2016 - Jun 2026 • 10 yrs

Provided advanced Tier 2/3 technical support for an enterprise ITAM/CMDB platform - Worked directly with enterprise customers on product implementation, deployment guidance, best practices, and complex technical issues - Performed root cause analysis of product defects, performance issues, discovery failures and outages - Investigated and troubleshot REST APIs, integrations, and data synchronization with platforms including Jira, ServiceNow, Freshservice, Microsoft Intune, Jamf, Splunk, and others - Collaborated with Product Management and Engineering to reproduce issues, define new use cases, and drive product improvements - Performed advanced Linux appliance troubleshooting (CentOS/Rocky Linux), including log analysis, application and networking issues - Managed the internal product lab used for testing, validation, and reproducing customer-reported issues - Developed complex PostgreSQL queries and reports to address customer-specific business and technical requirements - Troubleshot deployments and discovery across virtualized, on-premises, and public cloud environments (VMware, Hyper-V, AWS, Azure, GCP)