M

Mike Sholkov

About

Detail

Head of Support Engineering
Los Gatos, California, United States

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • Cognition
    Head of Support Engineering
    Cognition
    Jul 2025 - Current (1 year 3 months)
  • Windsurf
    Lead AI Support Engineer
    Windsurf
    Sep 2024 - Jul 2025 (11 months)
  • Lambda
    Head of Customer Support
    Lambda
    Mar 2023 - Apr 2024 (1 year 2 months)
    - Led a remote team of over 10 Linux support engineers specializing in AI/ML infrastructure troubleshooting.
    - Proactively managed production incidents for quick customer issue resolution and effective communication.
    - Designed ticketing workflows achieving over 90% customer satisfaction and spearheaded initiatives to exceed SLA expectations.
    - Enhanced self-service with documentation and tools, reducing tickets by over 30%.
    - Established clear procedures for RMA, incident management, and documentation, improving communication and workflow efficiency.
  • Hunters
    Head of Customer Support
    Hunters
    Nov 2021 - Mar 2023 (1 year 5 months)
    - Successfully built and led a technical support department from scratch, overseeing recruitment, training, and team integration.
    - Implemented streamlined processes for customer issue handling through triage and escalation procedures, including a ticketing system and clear role-based responsibilities.
    - Set clear SLAs for timely issue resolution and led troubleshooting sessions for internal teams and customers.
    - Established proactive monitoring and on-call response protocols for cloud-based environments and enhanced technical problem-solving efficiency with accessible internal documentation.
  • C
    Technical Support Manager
    Cyber Security Company
    Jan 2018 - Sep 2021 (3 years 9 months)
    - Managed technical support for 30+ major global customers via two Tier 2/3 expert teams, ensuring over $100M in annual contract renewals.
    - Built strong relationships with key customer stakeholders, offering technical leadership and troubleshooting.
    - Coordinated with OpSec, InfoSec, and Customer Success for successful project delivery.
    - Developed recruitment and training programs, participated in onboarding, and authored the technical support operating framework.
    - Acted as a bridge between customers, Product Management, R&D, and QA to influence features and ensure efficient issue resolution within SLA.
    - Provided hands-on technical support for hardware and software across platforms like Windows, Linux, VMware,
  • C
    T3 Support Engineer
    Cyber Security Company
    Dec 2014 - Jan 2018 (3 years 2 months)
  • Driivz
    System Administrator
    Driivz
    Sep 2013 - Nov 2014 (1 year 3 months)
    - Built and managed QA, R&D, and production environments using Linux Ubuntu on VMware's cloud and virtualization platform.
    - Successfully migrated the entire IT network and systems to the cloud, ensuring smooth operations and efficient management practices.
    - Designed and deployed a proactive production monitoring system to catch and fix issues quickly.
  • Better Place
    System Administrator
    Better Place
    Aug 2011 - Sep 2013 (2 years 2 months)
    - Deployed and managed IT infrastructure for data centers, NOCs, and remote sites worldwide.
    - Optimized resources, ensured uptime with remote monitoring, and managed storage systems, VMware environments, and Microsoft services.
    - Owned IT procurement, inventory, and order fulfillment.
  • Better Place
    IT Support Specialist
    Better Place
    Mar 2010 - Aug 2011 (1 year 6 months)
  • M
    Technical Support Specialist
    Moshe Terem Adv Publ Ltd
    Sep 2008 - Feb 2010 (1 year 6 months)
Education verified_user 0% verified
  • Y
    High School, Computer science
    Yohana Jabotinsky
  • The Open University of Israel
    B.A, Managment
    The Open University of Israel
Projects (professional or personal) verified_user 0% verified
  • I
    IT at Battery Switch Stations in Israel
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