Thibauld Robin
Technical Support Engineer
Hire this person
Send a job offer directly to this candidate
About
IT support specialist currently working at L3 level, where I investigate the incidents the other tiers could not solve: reproducing bugs, reading logs and querying the database in SQL to find the root cause. I have covered the whole support chain, from Tier 1 IT support at Webhelp to escalations at Airbnb, and six years of freelance missions taught me to own a problem end to end, diagnose fast and explain clearly.
Experience
IT Support Engineer L3 at Pennylane (2026-03 – Present)
Level 3 technical support: last line of investigation before engineering.
- Investigate and debug complex incidents escalated by L1 and L2 teams
- Write SQL queries to analyse, check and correct data at the root of issues
- Reproduce bugs, analyse logs and isolate the root cause
- Document findings and hand clear, reproducible cases to engineering
- Follow critical tickets to resolution, keeping every team informed
Freelance at BrightRay EOOD (2020 – 2026)
Missions for my own projects and for clients.
- Technical support and troubleshooting for clients: software, accounts, access
- Set up and managed databases, wrote SQL queries for reporting and data fixes
- Diagnosed and fixed production incidents on web, desktop and mobile apps
- Managed hosting, domains, DNS and SSL certificates (AWS, Vercel)
- Wrote PowerShell and Python scripts to automate routine tasks
- Built optimisation tools (genetic algorithms) and sold the results on MQL5
- Ran SEO and online ad campaigns (Google Ads, Facebook Ads, Bing Ads)
IT Support Specialist at Webhelp (2019 – 2019)
Tier 1 support for internal teams in a live production environment.
- Diagnosed and resolved hardware, software and network issues daily
- Managed user accounts, permissions and access rights
- Handled incident tickets under strict SLA timelines
- Supported Windows workstations and internal business tools
- Escalated complex infrastructure issues to L2 and L3 teams
Case Manager, Escalation Support at Airbnb (2017 – 2018)
Final point of contact for sensitive escalated cases.
- Managed complex escalations from start to resolution
- Consistently met strict SLAs on resolution time and quality
- De-escalated high-tension situations through clear, empathetic communication
Education
BTS NRC in Sales & Customer Relations (2013 – 2013)
High School Diploma (2011 – 2011)
