Aizhan Ayapbergenova

Technical Support Engineer (Middle Grade 3)

ioka.kz

Established support engineering processes, cut developer escalations by about 70%, and automated work saving 10 hours per week.

• Joined as ioka's first Technical Support Engineer, helping establish and scale the Technical Support Engineering function. • Reduced developer escalations by approximately 70% by resolving complex payment, API, and database issues before engineering involvement. • Built and maintained the team's centralized Confluence knowledge base, authoring the majority of onboarding guides, troubleshooting documentation, and operational procedures. • Participated in interviewing, onboarding, mentoring, and training new Technical Support Engineers as the team expanded.

3rd Line Technical Support Engineer

Sumsub

Supported identity verification customers in 50+ countries and developed an automated recovery solution during a high-volume production incident.

• Supported enterprise customers across 50+ countries using Sumsub's identity verification platform. • Investigated complex production issues involving KYC, KYB, KYT, AML, REST APIs, SDKs, SQL databases, and verification workflows. • Built Python scripts that automated operational tasks and improved support efficiency. • Independently managed a large-scale production incident during a high-volume verification event by developing an automated recovery solution for pending verification requests.

Technical Solutions Engineer

Media.Monks

Implemented and supported enterprise analytics tracking using Google tools, JavaScript, and cloud services.

• Implemented and supported enterprise analytics solutions using Google Tag Manager and Google Analytics 4. • Developed JavaScript-based tracking implementations and investigated browser-side issues using Developer Tools. • Worked with Google Cloud Platform services including BigQuery and Cloud Run. • Supported Adobe Launch implementations and cloud-based analytics integrations. • Collaborated with developers, analysts, and client teams to deploy and validate tracking solutions.

Part-time Lecturer

International Information Technology University (IITU)

Taught Pattern Design and Research Methods and mentored students in software engineering and research.

• Taught undergraduate courses in Pattern Design and Research Methods. • Mentored students in software engineering concepts and research practices.

M.Sc., Electrical and Computer Engineering

Nazarbayev University

B.Sc., Computer Science

Kazakh National University