Dursun Ozgur Cakirkaya

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About Me

"Tech support is more than solving issues—it's about empowering users, optimizing systems, and continuously adapting to tomorrow's tech."

I build bridges between complex technology and the people who use it 🌉. With over a decade of experience in technical support, I specialize in providing engineering support, particularly in REST APIs, CI/CD processes, and developer documentation 📄.

In my recent tenure at Sage, I focused on Level 3 technical support and API incident resolution 🚀; at TON Studio, I assisted developers with terminal node workflows and overhauled staking documentation 🛠️; and at Tatum, I delivered Tier 1 & 2 multichain support ⛓️.

I am a lifelong learner 📚 and effective collaborator 🤝 focused on combining technical proficiency with a detail-oriented approach to enhance the developer experience 🎯.

Academic Records

Higher Education Diploma in Electronic Engineering

University of Bolton, UK

Bachelor in Business Administration

Anadolu University, Turkey

College Degree in Computer Technology and Programming

Anadolu University, Turkey

hobbies.exe

./hobbies.exe
$ run hobbies.exe
[Reading] Getting lost in a good book.
[Audio] Music production and Guitars.
[Web3] Blockchain blogging and Tech Writing.
[Explore] Travelling and Hiking.
$ |

Key Impact Metrics

90%+
CSAT Excellence

Maintained a customer satisfaction rate of 90%+ for 4 consecutive years.

90%
Resolver Status

Successfully resolved 90% of all B2B/B2C technical inquiries personally.

-50%
Latency Killer

Slashed customer wait times by 50% through aggressive process optimization.

1,000+
Scalability

Consistently supported over 1,000+ developers monthly in high-pressure Web3 environments.

-30%
Team Integrity

Streamlined onboarding for 10+ new hires, reducing time-to-productivity by 30%.

impact_metrics.json

GET /api/v1/engineer/impact
{
  "CSAT_EXCELLENCE": {
    "metric": "90%+",
    "duration": "4 consecutive years",
    "description": "Maintained a customer satisfaction rate of 90%+."
  },
  "RESOLVER_STATUS": {
    "metric": "90%",
    "scope": "B2B/B2C technical inquiries",
    "description": "Successfully resolved the vast majority of inquiries personally."
  },
  "LATENCY_KILLER": {
    "metric": -50%,
    "method": "Process optimization",
    "description": "Slashed customer wait times by half."
  },
  "SCALABILITY": {
    "metric": "1,000+ developers",
    "environment": "High-pressure Web3",
    "description": "Consistently supported developers monthly."
  },
  "TEAM_INTEGRITY": {
    "metric": "-30% time-to-productivity",
    "cohort": "10+ new hires",
    "description": "Streamlined onboarding processes."
  }
}

skills_stack.json

GET /api/v1/engineer/skills
{
  "BLOCKCHAIN_WEB3": [
    "EVM-compatible (ETH, Polygon, BNB)",
    "TON",
    "Solana",
    "Bitcoin",
    "Smart Contract Testing",
    "Transaction Signing"
  ],
  "DEVOPS_INFRA": [
    "Docker",
    "GCP Cloud Configuration",
    "CI/CD (GitHub Actions, GitLab)",
    "System-level debugging",
    "Bash Scripting"
  ],
  "OBSERVABILITY": [
    "Grafana",
    "Freshdesk",
    "Jira",
    "ClickUp",
    "Confluence",
    "Slack",
    "Docusaurus",
    "ReadMe"
  ],
  "LANGUAGES": [
    "JavaScript",
    "TypeScript",
    "Python",
    "Go (Ongoing)",
    "Rust (Ongoing)",
    "SQL/NoSQL"
  ]
}

Career Timeline

🟢 Support Engineer (Contract) – Sage

📍 Remote | June 2025 – Present

  • Providing Level 3 technical support to Embedded Services Partners.
  • Ensuring timely responses and resolution of Partner-raised tickets in line with agreed SLAs.
  • Acting as the escalation point for complex technical and API-related issues.
  • Gathering, validating, and supplying required technical information from Partners to Cloud Ops and Engineering teams.
  • Monitoring Grafana dashboards for API usage spikes, degradation, or abnormal behavior.
  • Enhancing incident management by assisting during service incidents and outages.
  • Identifying, tracking, and flagging recurrent issues to Product and QA teams to drive service improvements.
  • Maintaining a log of FAQs and recurring themes, sharing insights with relevant teams.
  • Collaborating with internal stakeholders to improve Partner experience and operational efficiency.

🔷 Tech Support Engineer (Contract) – TON Studio

📍 Remote | March 2025 – May 2025

  • Assisted developers with CLI-based workflows including node setup, staking, and wallet operations via Linux terminal.
  • Managed DevOps tasks including API setup and Docker-based deployments to accelerate CI/CD cycles.
  • Overhauled technical documentation for staking and node setup using Docusaurus, reducing support volume.
  • Enhanced public GitHub repositories to ensure consistency and accessibility for developer-facing content.

🧩 Support Engineer – Tatum

📍 Remote | September 2022 – March 2025

  • Delivered Tier 1 and Tier 2 support for blockchain REST APIs and SDKs across multichain environments (EVM, Solana, UTXO).
  • Reduced ticket resolution time by 50% through workflow optimization and proactive developer engagement.
  • Enhanced developer-facing documentation by clarifying integration processes for complex use cases.
  • Triaged complex infrastructure incidents to engineering teams and followed through on feedback loops.

🔄 Shift Manager – Enigma Software Solutions

📍 Remote & Hybrid, UK | June 2018 – March 2022

  • Led B2C customer support team and managed team onboarding to maintain consistent service standards.
  • Performed weekly manual QA for front-end and back-end components of a real-time betting exchange.
  • Utilized Jira and Confluence for issue tracking, project coordination, and process documentation.

🚀 Founder & Director – Ozy Computing Ltd

📍 Brighton & Hove | 2013 – 2018

  • Launched and ran a successful IT consultancy
  • Delivered end-to-end support for SMBs: device maintenance, digital marketing, SEO
  • Spearheaded mobile device repairs and WordPress site deployments
  • Built long-term client relationships through high-quality delivery
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