Thibauld Robin

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.

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

BTS NRC in Sales & Customer Relations (2013 – 2013)

High School Diploma (2011 – 2011)