Filip Hoang

AI Support Engineer @ duvo.ai | Improve how the business performs.

Prague, Czechia
502 followers 485 connections

Join to view profile

About

I have been marked as Specialist, and I identify myself as a people-oriented person. I handle difficult and special jobs without hesitation because I strive to meet the high standards. With the main strengths in being orderly, consistent and unflappable, I am a team player, which can also work pretty much individually. As a person, I am an easy-going one, helpful and almost every time cheerful, full of energy. I enjoy traveling, meeting new people, cultures, and learning new things. And nature, that is my love. And my goals? I enjoy modern technology, IT, but services and hospitality at the same time. I'd like to combine my experiences within customer services and continue to focus on improving myself in providing the best possible experience in any form, and any position I might find myself at.

Activity

502 followers

See all activities

Experience

  • Technical Support Engineer

    Better Stack

    - 4 years 3 months

    Prague, Czechia

    As part of Better Stack’s Customer Team, I work at the intersection of L2 and L3 Technical Support — collaborating closely with engineers and helping customers integrate incident management and observability (logs, metrics, traces) into their unique technology stacks.

    From custom applications, web servers, and load balancers, to IoT platforms, cloud infrastructure, databases, and log forwarders — I make sure it works, no matter how complex the environment. 🚀

    Key focus…

    As part of Better Stack’s Customer Team, I work at the intersection of L2 and L3 Technical Support — collaborating closely with engineers and helping customers integrate incident management and observability (logs, metrics, traces) into their unique technology stacks.

    From custom applications, web servers, and load balancers, to IoT platforms, cloud infrastructure, databases, and log forwarders — I make sure it works, no matter how complex the environment. 🚀

    Key focus areas:

    ⚙️ Implementing and optimizing observability solutions with a strong focus on OpenTelemetry (including eBPF-based instrumentation)

    🌐 Building and troubleshooting uptime monitoring setups using Playwright, APIs, cronjobs, and Terraform automation

    🗄️ Working daily with ClickHouse, Metabase and the Rails console, analyzing and debugging Ruby application code

    🐞 Debugging further with Bugsnag and Sentry. AI and LLMs are definitely tools to be properly utilized. ^^

    I love creative problem-solving, diving deep into technical challenges, and bringing a personal touch to customer interactions. Over the years, I’ve developed a unique communication style that builds trust, lasting relationships, and a lot of happy faces along the way. 😊 And I'm super grateful for that.

  • MallGroup

    2 years 3 months

    • IS Support Specialist

      MallGroup

      - 1 year 4 months

      Prague, Czechia

      • First line of response in a 24/7 on-call rotation, handling incidents across all Mall Group brands including Kosik.cz, Vivantis.cz, and Heureka.cz
      • Served as the central point for incident routing, triaging and escalating issues to the right teams while keeping management updated in real time
      • Rebuilt and maintained internal Grafana and Kibana dashboards, improving monitoring, observability, and debugging capability across the R&D Department, with the team reporting directly to the…

      • First line of response in a 24/7 on-call rotation, handling incidents across all Mall Group brands including Kosik.cz, Vivantis.cz, and Heureka.cz
      • Served as the central point for incident routing, triaging and escalating issues to the right teams while keeping management updated in real time
      • Rebuilt and maintained internal Grafana and Kibana dashboards, improving monitoring, observability, and debugging capability across the R&D Department, with the team reporting directly to the CTO
      • Supported the transition from a monolithic architecture to a microservices environment, a restructuring that significantly increased cross-team complexity and required tighter coordination across all teams we worked with
      • Worked directly with Mobile App, Checkout, Payments, Shipping, and Marketplace teams alongside their Product Owners and Scrum Masters to align on goals, surface recurring issues, and run post-mortems

    • IS Support Specialist Junior

      MallGroup

      - 11 months

      Prague, Czech Republic

      • Started at the L1/L2 level, handling day-to-day support tickets and learning the full incident lifecycle from first contact through to resolution
      • Gradually took on more ownership as confidence and technical knowledge grew, building familiarity with internal tooling, escalation processes, and cross-team workflows
      • Developed a solid understanding of Mall Group's broader infrastructure and communication patterns across the R&D organization

  • Food and Beverage Attendant

    InterContinental Hotels & Resorts

    - 6 months

    Prague, Czechia

    Assigned to a small team of Room Service Department, I have returned back to a known territory of F&B to gain even more experience from a completely different hotel and its working culture.

  • Food And Beverage Assistant

    Radisson Blu Resort & SPA, Malta Golden Sands

    - 7 months

    Malta

  • Customer Service Operations Manager

    Bigpoint GmbH

    - 6 years 1 month

    Responsible for handling customer requests of all kinds, from technical to payment matters as
    well as I have the responsibility for the Support and Moderation Team. I also act as an
    communication element between our customers and our main HQ in Hamburg, providing best
    possible feedback to both ends.

Education

  • UCL Erhvervsakademi og Professionshøjskole

    Bachelor's degree International Hospitality Management 2st Semester

    -

    Activities and Societies: Analysing, evaluating and reviewing business issues and scenarios and to perform different complex tasks related to general operation, development, planning, administration and management in hospitality enterprises.

    The BA in International Hospitality Management is a degree in Service, Hospitality and Tourism Management, Marketing Management, Economics and Administration, and other similar fields.

  • Erhvervsakademi Dania

    AP Degree Service, Hospitality and Tourism Management 1. Term

    -

    Since 10. August 2016 I am a student of Dania Academy, field of Hospitality and Tourism with specialization within Hotel and Restaurants
    area. I am only at the beginning of my studies, but even now I have already gained a lot of practical experience which I am sure will be able to use in future.

  • Secondary school of Law - Law Academy

    Graduate International Relations and Affairs

    -

    During the studies there I have learned a lot about how politics work, I even had the extraordinary chance to a part of EU Parliament in Strasbourg, and I am really grateful for those experiences. I got several new insights into Czech Law, Local and International Politics, Economy and even Diplomacy, which will help me further within my field of Hospitality Tourism.

Licenses & Certifications

Volunteer Experience

  • Event Volunteering

    Cheb City

    - 2 months

    Civil Rights and Social Action

    It was very interesting experience for myself. I was able to be part of planning and helping (thrice) during the event itself at "Cheb Open" and it was something unforgettable. I hope I will be able to be a part of even more interesting events in the future, and I am sure I will during my studies in Denmark.

Projects

  • Random logs generator for Better Stack Logs

    -

    As the name suggests, created a simple log generator for JavaScript and Python logs. Can also be used outside Better Stack Logs to test out various functionalities of any logging platform.

    https://github.com/Shadey212/NodeJS-Logs-Infinite
    https://github.com/Shadey212/Python-Logs-Infinite

  • Status Codes API

    -

    Super basic API created for testing needs in order to check for the Status codes and more from a valid HTTPS endpoint.

    https://github.com/Shadey212/Status_Codes_API

Honors & Awards

  • European Mise En Place Cup - TOP 8

    SERVICECENTER 4HOSPITALITY

    The EMCup is the annual competition amongst the best European Hotel Management Schools and took place in Maastricht on February 16th & February 17th 2020. The competition, an initiative of HotelloTOP and co-creators Mise en Place & HRC International, was founded in 2009.

    The topic, "Old School vs New School", has considered various factors like digitalisation, technological developments and globalisation as our world is changing more rapidly than ever before. And so are all industries…

    The EMCup is the annual competition amongst the best European Hotel Management Schools and took place in Maastricht on February 16th & February 17th 2020. The competition, an initiative of HotelloTOP and co-creators Mise en Place & HRC International, was founded in 2009.

    The topic, "Old School vs New School", has considered various factors like digitalisation, technological developments and globalisation as our world is changing more rapidly than ever before. And so are all industries around the world. as any industry we need to continuously adapt to new developments to remain innovative. But how do we do this? As always, people are key.

Languages

  • Czech

    Native or bilingual proficiency

  • English

    Professional working proficiency

  • German

    Limited working proficiency

  • Japanese

    Elementary proficiency

View Filip’s full profile

  • See who you know in common
  • Get introduced
  • Contact Filip directly
Join to view full profile

Other similar profiles

Explore more posts

Explore top content on LinkedIn

Find curated posts and insights for relevant topics all in one place.

View top content