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Aid VrapcaniTechnical Product Support Engineer

Aid Vrapcani

Technical Product Support Engineer

VoIP | SaaS | API Integrations | POS | Fintech Platforms

I investigate, reproduce, and resolve production issues across SaaS, VoIP/SIP, POS, payment, network, and fintech platforms. My work covers incident triage, RCA, API/webhook investigation, technical documentation, and engineering handoff.

Domain experience

  • VoIP/SIP
  • API Integrations
  • Incident Triage
  • Root Cause Analysis
  • Bug Reproduction
  • Fintech Platforms
  • POS/EPOS Systems
  • Payment Workflows
Get in touch

Profile

About me

I work on technical investigation and production issue resolution across SaaS, VoIP/SIP, POS, payment, network, and fintech environments.

My background includes L2/L3 escalation handling, bug reproduction, API and webhook investigation, SIP/VoIP troubleshooting, payment-flow investigation, trading-platform support, Jira escalation, technical documentation, and cross-functional work with product and engineering teams.

At SD IT Services, I lead technical investigation and escalation work across live restaurant technology systems, including POS, ordering apps, caller ID, VoIP, routers, printers, payment devices, third-party integrations, and store infrastructure.

At B2Broker, I worked in a fintech technical support environment covering trading platforms, crypto payment flows, MT4/MT5, cTrader, PAMM/MAM, liquidity-related cases, callbacks, and broker platform issues.

Scope

What I do

Technical investigation, incident triage, integration troubleshooting, RCA, documentation, and engineering handoff across production systems.

  • Production Incident Investigation

    Diagnosing live technical issues, reproducing bugs, collecting evidence, and preparing clear engineering handoff.

  • VoIP/SIP & Network Troubleshooting

    Investigating SIP, caller ID, RingCentral, Grandstream, router, firewall, LAN/WAN, and device-level issues.

  • API, Webhook & Integration Support

    Troubleshooting API callbacks, webhook failures, third-party integrations, payment/order flows, and platform-side behavior.

  • Root Cause Analysis & Permanent Fixes

    Identifying repeated failure patterns, documenting RCA, and helping reduce recurring incidents through process and product fixes.

  • Fintech Platform Investigation

    Supporting trading platforms, crypto payments, MT4/MT5, cTrader, broker admin tools, account behavior, and transaction issues.

  • Technical Documentation & Escalation

    Creating Jira tickets, SOPs, reproduction steps, technical notes, and clear communication for engineering teams.

Track record

Selected experience

Production support engineering across restaurant technology, VoIP/SIP, POS, payment workflows, broker platforms, and fintech transaction cases.

  1. SD IT Services

    Kosovo

    Restaurant technology systems

    Technical Product Support Engineer / Technical Support Lead

    2022 - Present

    Technical investigation and escalation work across restaurant technology systems, including POS, SaaS dashboards, ordering apps, VoIP, networking, payment devices, and third-party integrations.

    • Investigate L2/L3 production incidents across POS, SaaS dashboards, ordering platforms, VoIP, networking, payment devices, and order-management systems.
    • Reproduce reported bugs, define expected vs actual behavior, collect evidence, and escalate structured Jira tickets to engineering.
    • Troubleshoot VoIP/SIP and caller ID issues involving RingCentral, Grandstream devices, provider limitations, routers, local networks, and POS integrations.
    • Analyze order-flow and payment-flow issues involving duplicate orders, third-party marketplace orders, failed payments, card terminal behavior, payment status mismatches, and refund-related cases.
    • Work with product and development teams to identify root causes, validate fixes, and prevent repeated incidents.
    • Build technical SOPs and troubleshooting workflows for POS, printers, internet, caller ID, device setup, and escalation handling.
    • Support high-priority production incidents affecting live restaurant operations.
    • Train support engineers on technical troubleshooting, bug reproduction, evidence collection, and escalation standards.

  2. B2Broker

    Fintech Technical Support Engineer

    Apr 2024 - Jan 2025

    Fintech technical support across broker platforms, trading systems, crypto payment flows, callbacks, and transaction-related investigations.

    • Investigated technical tickets involving deposits, withdrawals, callback errors, crypto payment flows, trading account issues, platform access, and liquidity execution.
    • Troubleshot API callback failures, unsupported token/network issues, minimum deposit problems, payout failures, and provider-side transaction rejections.
    • Escalated complex technical issues with timestamps, transaction IDs, screenshots, affected accounts, and reproduction details.
    • Supported broker clients with MT4/MT5, cTrader, account configuration, copy trading, IB structures, and trading platform behavior.
    • Used Jira and Zendesk to document technical findings, coordinate with internal teams, and manage case resolution.

Work samples

Featured projects & case studies

Engineering-focused support case studies across VoIP/SIP, store infrastructure, order and payment flows, escalation workflows, and fintech platforms.

VoIP / SIP & Caller ID Integration Diagnostics

VoIP/SIP diagnostics

Technical investigation across RingCentral, Grandstream, caller ID devices, provider protocol limitations, LAN/router setup, and POS caller ID behavior.

My role

Technical Product Support Engineer

What I improved or built

  • Mapped caller ID behavior across VoIP provider settings, Grandstream devices, local networks, and POS-side integration points
  • Collected device, router, SIP, and provider-side evidence for engineering and vendor escalation
  • Documented troubleshooting paths for repeated caller ID and SIP behavior cases

Outcome: Clearer diagnosis paths for caller ID and VoIP issues across provider, network, hardware, and POS boundaries.

Store Infrastructure, Dual-WAN & 4G Failover

Network reliability

Troubleshooting routers, access points, backup internet, WAN failover, device connectivity, and store infrastructure reliability.

My role

Technical support escalation owner

What I improved or built

  • Investigated router, access point, WAN, LAN, and device connectivity issues affecting live store operations
  • Validated backup internet and failover behavior across store technology setups
  • Prepared technical notes for repeatable diagnostics and escalation handling

Outcome: More structured handling of store connectivity incidents and clearer isolation of local network, ISP, and device-level failures.

Order Integration & Payment Incident RCA

Order and payment workflows

Investigation of duplicate orders, third-party marketplace order release behavior, card terminal issues, payment status mismatches, and refund-related cases.

My role

Production issue investigator

What I improved or built

  • Reproduced order-flow and payment-flow issues with expected vs actual behavior notes
  • Collected timestamps, affected stores, order IDs, payment states, screenshots, and terminal behavior details
  • Escalated structured Jira cases for engineering review and fix validation

Outcome: Cleaner RCA material and stronger engineering handoff for order, payment, and refund incidents.

Monitoring, Alerting & Escalation Workflow Improvement

Incident workflow

Improved technical workflows around monitoring, alerts, Jira escalation, ticket quality, and evidence collection.

My role

Technical escalation workflow owner

What I improved or built

  • Improved ticket structure for production issues requiring engineering review
  • Created evidence collection standards covering reproduction steps, screenshots, timestamps, and affected systems
  • Refined alert and escalation paths so repeated incidents were easier to classify and route

Outcome: More useful technical tickets and faster handoff between frontline investigation, escalation, and engineering review.

Fintech Transaction & Platform Investigation

Fintech platforms

Technical support for crypto payment flows, trading platforms, MT4/MT5, cTrader, callbacks, account behavior, and broker platform cases.

My role

Fintech Technical Support Engineer

What I improved or built

  • Investigated deposits, withdrawals, callback errors, account behavior, and provider-side transaction rejections
  • Supported MT4/MT5, cTrader, broker admin tools, account configuration, copy trading, IB structures, and platform access cases
  • Escalated complex platform issues with transaction IDs, timestamps, affected accounts, screenshots, and reproduction detail

Outcome: Traceable fintech investigation across trading platform behavior, broker tools, and crypto transaction workflows.

Technical SOPs & Engineering Handoff

Documentation and escalation

Created troubleshooting guides, permanent-fix templates, reproduction-step formats, and clearer engineering escalation standards.

My role

Technical documentation owner

What I improved or built

  • Created SOPs for POS, printers, internet, caller ID, device setup, and escalation handling
  • Standardized reproduction steps, expected vs actual behavior, evidence capture, and Jira ticket content
  • Documented repeated incident patterns so permanent fixes could be reviewed by product and engineering teams

Outcome: More consistent diagnostics, better ticket quality, and clearer technical context for engineering handoff.

Capability

Skills & tools

Grouped around product support engineering, VoIP and network troubleshooting, APIs, integrations, platforms, and daily tooling.

Product Support Engineering

  • L2/L3 Escalations
  • Production Incident Triage
  • Bug Reproduction
  • Root Cause Analysis
  • Engineering Handoff
  • Technical Documentation
  • Jira
  • Zendesk

VoIP / Network

  • VoIP
  • SIP
  • RingCentral
  • Grandstream
  • Caller ID Integrations
  • Routers
  • LAN/WAN
  • Firewall Troubleshooting
  • Network Diagnostics

API / Integrations

  • REST API Troubleshooting
  • Webhook Investigation
  • Postman
  • API Callbacks
  • Third-Party Integrations
  • Order Flow Analysis
  • Payment Flow Analysis

Platforms

  • POS / EPOS Systems
  • SaaS Dashboards
  • Payment Devices
  • MT4
  • MT5
  • cTrader
  • B2Core
  • B2BinPay
  • Coinsbuy
  • PAMM/MAM

Tools

  • Jira
  • Zendesk
  • Slack
  • Microsoft Teams
  • Google Workspace
  • Grandstream GDMS
  • RingCentral
  • Postman

Credentials

Certificates

Vendor certifications related to networking and unified communications systems.

  • Grandstream Certified Specialist: Networking Solution

    Grandstream Networks

    January 2026

  • Grandstream Certified Specialist: UC Solution

    Grandstream Networks

    January 2026

Reach out

Contact

Email, location, and LinkedIn.