Sergey Rybalkin, Tech Support Engineer: ‘I Wanted to Contribute to the Product Development Process’

Tech Support Engineers are the face of They are the contact point our customers interact with. It is always up to them whether all the possible issues and difficulties are resolved quickly and effectively. In this post, Sergey Rybalkin, our dedicated member of the tech support team, will tell a couple of words about his job, tasks, and challenges. 

Sergey, how can you describe your professional track and career path prior to

I started as an Information Security Engineer. I studied Computer and Information Systems Security, Protected Networks and Communication Systems as well as IT in general. And I was lucky enough to study these fields in two countries, Russia and Finland. After graduation, I, understandably, spent a couple of years as a Tech Security Specialist.

However, I changed my career path recently and became a Tech Support Engineer.

So, you started as an Information Security Specialist. However, at a certain moment, you switched to tech support in a broader sense. Why did you do it? 

Well, the world of tech security is interesting. It requires attention, focus, knowledge, responsibility, you name it. However, at a certain moment, I realized I wanted more. 

Look, I want to deal with product analytics, customer relations, coding. I wanted to be more creative and contribute to the product development process. But, as a Tech Security Engineer, you cannot afford this creative blend. 

There are always comprehensible limitations and regulations associated with this sensitive field. As a Customer Support Engineer, I can afford these creative things. So I guess, this new path is more congenial to me.

With your educational background and job experience, how would you evaluate in terms of information security?

Security is a complex of tech and organizational measures to protect the personal, customer, and commercial data. I cannot go into too many details in this interview. Otherwise, my answer will be too long and words. So let me put it this way: our dedicated servers, our local data storage, and our careful approach to user rights management is our answer to this challenge. Customer data is safe with us. Period.

What’s your typical day at work?

 Every day is defined by customers and their needs. There is no ‘typical’ day, no universal routine. All I can say in this respect, I participate in meetings with customers, check their custom queries, resolve their issues, and work on their scenarios, both current and prospective. That is what I am responsible for.

Please give us an example of the most challenging and complicated scenario you worked on. 

As a Support Engineer, I recently ‘tuned’ a data report based on over 30 data sources. Each of them had to be analyzed by partners, payment models, and rates. Yes, I had a lot of work to do. As of now, this scenario works like clock-work.

By the way, if you were one of our customers, which feature of would you like most? 

It is my favorite question! First and foremost, I would appreciate the opportunity to smoothly obtain data and stats in real-time, no delays, no stoppages. My second most feature is the validity and consistency of our data. If you analyze your figures with, you can be sure that it is reliable.  

Tell us a couple of words about the team? How do you like the team members? Was it easy to settle into the team? 

We value individuality. At the same time, there is a common trait that unites us. Our colleagues are expected to take over the responsibility for their respective areas and make their unique contributions to the solution in these areas. 

Finally, provide us with a profile of an ideal colleague. What do you want to see in those candidates willing to join our tech support team?

I want to collaborate with a tech person. I mean both education and hands-on experience. I also want to see his or her willingness to learn, train, and grow.It goes without saying that we all need goal-oriented colleagues.