Yann D
Senior Support Engineer | Technical Writing
Salary / Daily rate
93100 Montreuil, France
Freelance
Can come onsite
Skills
Languages
About me
Intro
Technical Writer & Senior Support Engineer with 15+ years in enterprise software and DevOps. Currently at CircleCI, specialized in documentation, customer success, and complex technical troubleshooting. Bilingual expertise delivering clear technical solutions and training materials for global teams.
Work experience
Technical Writer
CircleCI
Dec 2024 - Present
1 year 11 months
Remote
Developing, organizing, and maintaining comprehensive product documentation to ensure clarity, accuracy, and usability. Collaborating closely with software engineering, product management, and technical support teams to keep documentation current with product updates and new features. Evaluating and refining AI chatbot responses to improve accuracy, tone, and user experience. Assisting and reviewing contributions from internal and external contributors to ensure consistency across documentation.
CircleCI
Mar 2020 - May 2024
4 years 3 months
Senior Support Engineer
Sep 2021 - May 2024
2 years 9 months
Holding regular 1:1s with junior members of the Support team to provide feedback and guidance, and to support their skills development. Onboarding and mentoring new members of the Support team. Interviewing candidates for various roles across the organization: Support Engineer, DevOps Customer Engineer, and Customer Success Manager. Conducting follow-ups on negative CSAT feedback to drive service improvements. Helping define, and leading quarterly Objectives and Key Results (OKR). Working with the Support Manager to identify opportunities for team and process optimization..
Support Engineer
Mar 2020 - Oct 2021
1 year 8 months
Taking on the role of Communication Commander during incidents. Delivering internal presentations to share knowledge. Contributing to the CircleCI orbs codebase. Improving internal ( Confluence), product, and API documentation. Working across teams to identify root causes and evaluate potential solutions. Reviewing logs (Kibana, Graylog) and user data (Honeycomb, Looker, Amplitude) for events correlation. Helping CircleCI users via the ticket system (Zendesk) and the CircleCI Community forum to: - Successfully configure their CI pipelines for a wide range of frameworks, languages, and platforms. - Use, as well as, author and publish CircleCI orbs. - Leverage the CircleCI API.
Technical Support Engineer
Tenable
May 2018 - Mar 2020
1 year 11 months
Donabate, Co. Dublin, Ireland
Handling and clarifying customer technical inquiries via phone, live chat and Salesforce.com Analyzing vulnerability scan results, system audits, and log events Recreating customer software issues in a lab environment Escalating software bugs or feature/enhancement requests to the development and product management teams Creating and publish solution knowledge for re-use by customers and Tenable employees
Customer Support Engineering
Defiant
Mar 2017 - May 2018
1 year 3 months
Remote, OR 97458, USA
Providing assistance to Wordfence users through the WordPress.org forum Analyzing scan results, diagnostics reports and logs Reporting and following up bugs and feature requests via FogBugz/Manuscript
Translator
Freelance - Remote
Sep 2016 - Mar 2017
7 months
Translating documentation, help articles from English to French Reviewing French to English translations Creating and translating subtitles for technical video tutorials
Technical Support Associate
Accenture
Apr 2015 - Dec 2015
9 months
Donabate, Co. Dublin, Ireland
Providing email support to DoubleClick Bid Manager users Working closely with other DoubleClick support teams (Campaign Manager, Ad Exchange)
Technical Support Engineer
ORSYP
Oct 2010 - Mar 2015
4 years 6 months
Région de Paris, France
Functional and technical support for Sysload solutions (Performance and capacity management) ‐ Handling requests through phone, email and Salesforce.com ‐ Troubleshooting and resolving implementation issues on Unix, Linux and Windows hosts ‐ Ensuring Service Level Agreements compliance ‐ Functional testing and incident replication Technical Account management ‐ Providing incident/problem follow-up as well as recommendations ‐ Assisting clients throughout the implementation process Writing and proofreading documentation (user and administration manuals, knowledge base, troubleshooting guides) Providing training to clients and support team members
Support Technician
Quod Financial
Sep 2008 - Oct 2010
2 years 2 months
Région de Paris, France
Administering bug tracking system (JIRA) and ECM solutions (Alfresco, Confluence) Providing internal technical support to developers and product managers Working closely with technical teams from stock exchanges and financial institutions to implement and support Quod Financial trading solutions
Co-founder
IntEirNet
Feb 2006 - Mar 2008
2 years 2 months
Donabate, Co. Dublin, Ireland
Promoting the www.sports-in-bars.ie web service Updating website and database content
Junior Unix Administrator
OCEI group
Dec 1998 - Jan 2001
2 years 2 months
Région de Paris, France
Administering the print server solution (UniqPrint) Installing and configuring test platforms (AIX, Solaris, Linux) Checking and validating compliance with security requirements for Electricité De France critical applications
Education
Pierre and Marie Curie University
Associate degree/Higher certificate
Pierre and Marie Curie University
Bachelor's degree