Dmitry Shur - Director of Customer Support, Nintex

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Work Background

NintexDirector of Customer Support

Jul. 2022Tel Aviv, Israel

KryonDirector of Customer Support

Sep. 2020 - Jul. 2022Tel Aviv, IsraelLeading global 24/7 T1/2 support team and Tier 3 team (16 people, Israel, Bulgaria, UK) Supervising day to day operations of technical support, meeting SLA and KPIs Serving as an escalation point for customer issues ensuring that they are resolved satisfactorily Performing hands-on troubleshooting, investigation and root cause analysis, working with R&D on the timely delivery of solutions Recruiting and onboarding additional team members Motivating, coaching, training and mentoring team Achievements: Rebuilt Tier 3 team to improve quality and speed of solutions provided to customers Refined internal support processes, resulting in better planning and productivity of team members Enhanced support tools, making day to day work easier for the team

Continuity SoftwareDirector of Customer Success

Aug. 2018 - Sep. 2020Tel Aviv Area, IsraelBeing in charge of post-sales technical functions in the company - Customer Success, Professional Services and Technical Support. Serving as a voice of customers across all departments, ensuring customer success and satisfaction, retention and expansion. Coordinating between Sales, Product and R&D teams to create the best customer experience with the company. Enhancing internal processes to improve collaboration. Setting goals for technical account managers for customer-related activities. Overseeing accurate, timely and relevant delivery of professional services. Managing day to day operations of technical support (L2/L3), meeting support SLA and KPI. Performing root cause analysis and working with R&D on the timely delivery of solutions. Serving as an escalation point for customer issues ensuring that they are resolved satisfactorily. Leading team of Technical Account Managers and Services/Support Engineers (including located remotely), managing, training and coaching them to achieve the best performance, professionalism and efficiency. Hiring and onboarding additional team members when needed.

Continuity SoftwareTechnical Account Manager

Feb. 2018 - Aug. 2018Tel Aviv Area, IsraelBeing in charge of Customer Success by serving as the main point of contact for the company’s key accounts (Financial Enterprises from Fortune-500 list), helping to maximize value from the solution and use its full potential. Developing and maintaining relationships with customers by engaging customer product owners and senior management, including C-level. Collecting feedback from customers for product improvements. Acting as the customer advocate customer inside the company, coordinating between Sales, R&D, Service, Support and Product teams to ensure overall customer satisfaction with the product. Securing renewals and identifying opportunities for expansion and upselling of licenses and services

Continuity SoftwareProfessional Services Engineer

Feb. 2017 - Feb. 2018Tel Aviv Area, IsraelTechnical SME working directly with the customers, providing services, onboarding new customers, performing post-deployment maintenance, configuration, and integration with external systems. Consulting the customer to understand new business requirements and convert them into technical solutions. Performing various customizations to provide additional value for the customer. Assisting technical support in troubleshooting and solving the most complex technical issues. Delivery of training, performing regular presentations for customer’s technical personnel as well as for senior management. Developed KPI dashboard (Python/ Django) that represents the current state of the customer system by processing system reports received automatically.

EricssonExperienced Solution Architect

Feb. 2015 - Jan. 2017Moscow, Russian FederationCreating solution architecture designs for cloud-based telecom solutions including both system, infrastructure and network design. Replying to complex RFI/RFP, preparing SOW and SOC, calculating project costs. Technical lead of the integration team with end-to-end responsibility for the integration of demo zones/proof-of-concepts projects from design to implementation phase. Conducted training and knowledge sharing sessions, both for internal users and customers.

TeligentSales Engineer / Technical Lead

Nov. 2011 - Jan. 2015Moscow, Russian FederationReplying to complex RFI/RFP preparing SOC, calculating project cost. Creating business cases for potential customers. Developing solution architecture design and integrations for telco VAS/mobile data platform. Business requirements analysis with conversion to functional/system requirements used as an input for the development. Leading creation of web-communication product based on software developed by the 3rd party vendor. Solution integration on partner networks, working closely with the vendor’s R&D on the enhancement of the product. Creating a full set of technical documentation (solution design, system guide, integration schemes)

TeligentIT Engineer

Sep. 2008 - Oct. 2009Moscow, Russian FederationCreating and supporting IT infrastructure. Duties: Designing and deploying IT services architecture (DHCP, DNS, mail, SIP telephony, LDAP authentication, jabber etc.) Network design Network support Managing VPN tunnels towards customers and branch offices Support of IT services Setting up monitoring system Achievements: Designed IT services and network infrastructure from scratch, considerably enhanced IT processes in company.

TeligentSenior Support Engineer

Aug. 2008 - Dec. 2011Moscow, Russian Federation3rd line technical support for different systems developed by the company - RCS-alike VoIP solution, service delivery platform (SDP), PCRF and others. Deep technical analysis of issues including work with the source code, troubleshooting of issues escalated by 2nd line support. Close work with R&D on providing a solution for the most complicated problems. Performing various integrations of platform including the integration of Cisco CSG acting as DPI/PCEF with PCRF over a proprietary protocol.

Amphora GroupTechnical Support Team Lead

Jun. 2007 - Apr. 2008Moscow, Russian FederationManaging outsourced technical support operation and maintenance team of 5 persons for mobile carrier mission critical system Duties: Task control Organization of duty team Interaction with customer Interaction with vendor Solution of most complicated problems Achievements: Performed reengineering of processes in team, prepared set of regulating documentation, implemented task management system.

Amphora GroupSupport Engineer

Mar. 2007 - Jun. 2007Moscow, Russian FederationService delivery platform operation and maintenance in a large mobile carrier. System integration and IOT with newly deployed adjacent systems. Configuring and testing new functionality before launch, running updates/upgrades.

Amphora GroupDuty team support engineer

Apr. 2006 - Feb. 2007Moscow, Russian FederationDuty engineer in the support team of mission-critical service delivery platform at large mobile carrier. Duties: System monitoring Troubleshooting Testing services before launch in commercial operation Provisioning of new services Achievements: Gained experience in linux administration,mysql and networking.