Meet the Team: Sergey Gnedin

As a relatively small company, one of our greatest assets is the personal relationship we can cultivate with users. We know many of you by name (don’t panic), we get to read every single piece of feedback you send, and a few of us have even had the chance to visit your offices and see how you work.

To reciprocate this, we’d like to shine a light onto who we are by occasionally sharing team retrospectives, process investigations, and personal interviews. Many of you have probably already chatted with our first victim candidate: Sergey Gnedin, head of support.

Targetprocess Support: Behind the curtains

Targetprocess Support: Behind the curtains
Hello there!
Hi, Sergey. When did you get started at Targetprocess?
Targetprocess Support: Behind the curtains
About seven years ago, I was working in QA at an enterprise company. At the time, Targetprocess was just getting started, and they needed someone in support with a technical background, who could reproduce bugs and work on more complex issues. After all, they were providing support for people with QA experience. I had no idea who they were until this dude contacted me about the job. I visited in 2010 and was really impressed. It was a small team, everyone was nice, everything was informal, and decisions were made quickly. I liked the setting, so I quit my enterprise job and came here.
What do you do at Targetprocess?
Well, I’m the head of Customer Support, so most of the time I’m talking to users. We don't have any tiers or levels of support, so you can usually find me in our live chat answering questions and helping out (or making things even more confusing).
Meet the Team: Sergey Gnedin. Image 3
Historically, I’m the only official ‘manager’ in the company, because we technically don’t have managers, but I signed on before this trend got started. Our support team works well and no one’s asked for change, so no need to fix what’s not broken. Everyone does a great job, so there’s no need to micromanage or control anything.
We’ve always had some form of strategic board to help steer the company and decide where to go with our products. We value the feedback and opinion of our customers, so I’ve always been a member of these groups as a representative for the users — who I talk to every day.
Meet the Team: Sergey Gnedin. Image 4
Targetprocess Support: Behind the curtains
I was also the Product Owner for our Service Desk for some time, but stepped back from this role a while after its release. I gathered requirements, talked to customers, let them know what we were doing and how we were doing it. Sometimes, a customer would ask for something, I would go to the team, and it would only be 20 minutes from request to production. We can’t do that with Targetprocess, but Service Desk was a nice cozy product. It was a lot of fun.
What was it like trying split time between all these different hats?
Targetprocess Support: Behind the curtains
It was absolutely difficult to split time between so many work roles. The nature of support work itself is very asynchronous - there can be spikes, loads, quiet hours. Sometimes, there would be a dozen conversations, some with internal teams, some with chats, a phone call coming in, plus high level support contracts with VIP customers. Obviously, any chat from a customer must be quickly prioritized over anything else. Context switching is tough but also intense and fun.
Our support team is spread across four countries and three timezones. What’s it like working with remote teams?
Targetprocess Support: Behind the curtains
I honestly do prefer co-located teams, as it’s faster to discuss things and brainstorm. But we have group calls, and we all know each other quite well, so overall it’s not really a problem. We have an awesome remote team. One of our guys just moved to South America, which will help improve our hours for the U.S. west coast.
What do you do with your free time?
Targetprocess Support: Behind the curtains
I spend a lot of time with family. I have a son who’s 4, and very active. He takes up most of my time when he’s not asleep. I also enjoy some sports, gaming, books.

Bonus round:

Coffee or tea?
Targetprocess Support: Behind the curtains
Coffee, tea after that. ☕ ☕
Favorite hobby?
Targetprocess Support: Behind the curtains
Going to the gym 🏆
Favorite travel destination?
Targetprocess Support: Behind the curtains
Singapore 🇸🇬
Favorite video game?
Targetprocess Support: Behind the curtains
The Witcher series - the third was my favorite. 🔮
Favorite book?
Targetprocess Support: Behind the curtains
1984 by Orwell 👁️