Adir Lavie
Lod,Israel
Summary
Experienced Tier 3 Technical Support professional with over 6 years in fintech and cybersecurity. Expertise in cloud infrastructure, CI/CD pipelines, and automation within Windows, Linux, and macOS environments. Demonstrated ability to enhance system reliability and optimize workflows while managing high ticket volumes and ensuring SLA compliance. Currently pursuing DevOps and cloud certifications to deepen knowledge in AWS, Kubernetes, Terraform, and Docker.
Overview
15
15
years of professional experience
Work History
Technical Support Engineer Tier 3 (ENG Support Team)
Tipalti
01.2024 - Current
- Automated diagnostics, monitoring, and tooling using Python, Bash, and Shell scripting to reduce incident resolution time by 30%.
- Monitored system performance with Kibana, Coralogix, Prometheus, Sentry, and Google Analytics, proactively identifying and resolving issues.
- Managed and troubleshot REST & SOAP APIs using Postman, Swagger, and Apigee.
- Worked across Windows, Linux (Ubuntu, CentOS, Red Hat), and macOS, performing debugging, registry analysis, and networking troubleshooting.
- Supported CI/CD pipelines with Jenkins, Git/GitHub, and Kubernetes.
- Conducted data analysis using SSMS-SQL and MongoDB to investigate root causes and report findings.
- Integrated and supported Okta IAM for secure authentication workflows.
- Recognized as Top Performer for critical payment process optimizations.
- Handled the highest number of tickets in the team, maintaining SLA compliance and timely resolutions.
Technical Support Specialist – Invest App Team Leader Tier 3
Pepper (Banking)
01.2022 - 12.2023
- Led a team resolving complex application issues, streamlining troubleshooting and deployment processes.
- Reduced customer complaints by identifying and fixing critical app bugs efficiently.
- Promoted cross-functional collaboration with QA and development teams to enhance system reliability.
- Improved app stability and reduced recurring incidents by 25%.
Operation and Tier 2 Technical Supervisor
Pepper (Banking)
01.2020 - 12.2021
- Managed a six-person team providing Tier 1–2 support and back-office assistance.
- Gathered and analyzed data to investigate core system issues and liaised with development teams.
- Oversaw team operations, vendor management, and reporting to senior management.
- Increased team efficiency and SLA adherence by 20%.
Customer Success Manager
Pepper (Banking)
11.2018 - 01.2020
- Managed operational processes and customer service workflows, improving system adoption and reliability.
Customer Service Manager
Pepper (Banking)
11.2017 - 11.2018
- Delivered customer support and service operations, enhancing user satisfaction.
Police Officer
Israel National Cyber Directorate – Israeli Defense Force
Jerusalem
08.2010 - 08.2013
- Served as a police officer in the Israeli Police Intelligence Division.
- Contributed to classified signal intelligence operations, developing strong analytical and problem-solving skills under high-pressure conditions.
Education
DevSecOps -
Bar-Ilan University
Tel Aviv09.2024
BI Analyst - SQL & Power BI
Netcraft Academy
Tel Aviv04.2021
B.A. - Accounting & Finance
Peres Academic Center
Rechovot01.2016
Skills
- Python
- Bash
- Shell Scripting
- Linux (Ubuntu, CentOS, Red Hat)
- Windows & macOS
- Jenkins
- Kubernetes
- Git/GitHub
- AWS
- CI/CD
- Docker
- Terraform
- Prometheus
- Grafana
- SQL/SSMS
- MongoDB
- Postman & Swagger
- Okta IAM
- Kibana
- Coralogix
- Sentry
- CyberArk
- Networking & HTTP Protocols
Target Roles
Site Reliability Engineer (SRE) / DevOps Engineer / Cloud Engineer / Tier (4) / Escalation engineer
Certifications
Certifications
- DevSecOps Certification, Bar-Ilan University
- ISC² Cybersecurity Certification, Bar-Ilan University
- BI Analyst Certification, Netcraft Academy – SQL & Power BI
- Actively pursuing DevOps & Cloud certifications (AWS, Kubernetes, Terraform, CI/CD)
Achievements
- Top Performer Award, Tipalti (within first year) – recognized for critical process optimizations and exceptional incident resolution
- Consistently handled the highest number of tickets in the team, while maintaining SLA compliance and timely resolutions
- Led automation initiatives that reduced incident resolution times by 30%
- Improved application stability, decreasing recurring customer issues by 25%
- Enhanced team efficiency, increasing SLA adherence by 20%
Timeline
Technical Support Engineer Tier 3 (ENG Support Team)
Tipalti
01.2024 - Current
Technical Support Specialist – Invest App Team Leader Tier 3
Pepper (Banking)
01.2022 - 12.2023
Operation and Tier 2 Technical Supervisor
Pepper (Banking)
01.2020 - 12.2021
Customer Success Manager
Pepper (Banking)
11.2018 - 01.2020
Customer Service Manager
Pepper (Banking)
11.2017 - 11.2018
Police Officer
Israel National Cyber Directorate – Israeli Defense Force
08.2010 - 08.2013
DevSecOps -
Bar-Ilan University
BI Analyst - SQL & Power BI
Netcraft Academy
B.A. - Accounting & Finance
Peres Academic Center
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