Dmitry Shur
Technical Support Team Lead at VictoriaMetrics
Greater Madrid Metropolitan Area Spain
Summary
🤩
Rockstar🎓
Top SchoolDmitry Shur is a seasoned support and customer-success leader with two decades of experience building and scaling technical support operations for SaaS and telecom vendors, currently leading Technical Support at VictoriaMetrics from Madrid. He has a track record of driving measurable improvements—raising CSAT to ~4.9, achieving 95.9% first-time completion, and cutting resolution times by over 40%—through process redesign, tooling migrations (Zendesk → Jira Service Management) and two-tier support models. Comfortable as a hands-on technical expert and cross-functional leader, Dmitry has led global 24/5 and 24/7 teams, run knowledge-base consolidations, and architected support automations and dashboards that reduce backlog and R&D load. He pairs a solid technical foundation (master’s in computer science/economics) with commercial impact—helping secure renewals and upsells—and is notable for translating complex telecom and cloud product intricacies into scalable support playbooks.
1 year of coding experience
18 years of employment as a software developer
Master's degree, Computer Science, Economics, Master's degree, Computer Science, Economics at Moscow State University of Transport (MIIT)
English, Spanish, Russian, Hebrew
Stackoverflow
1reputation
0reached
0answers
0questions
Github Skills (16)
graphite10
promql10
database9
scalability9
k8s9
thanos9
observability9
grafana9
prometheus9
opentsdb9
monitoring9
victoriametrics9
pmm9
time-series8
kubernetes8
Programming languages (1)
Github contributions (1)
VictoriaMetrics/VictoriaMetrics
Nov 2024 - Dec 2024
VictoriaMetrics: fast, cost-effective monitoring solution and time series database
Contributions:3 PRs, 3 branches, 1 comment in 29 days
promqlobservabilitycost-effectivegrafanaprometheus
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