Sergey is the Senior Director of Product Support for Europe at Sitecore, leading a 50-person team across Ukraine, Bulgaria, and Sri Lanka. Since joining Sitecore in 2013 as a Software Engineer and moving into leadership in 2018, he has overseen support for XM Cloud (SaaS DXP) and Sitecore XP (PaaS), managing four technical teams, a business support function, and documentation. His team handles 800–1,100 support cases and 1,600–2,000 chats monthly, driving operational excellence in a fast-paced, enterprise-scale environment. Sergey has led Sitecore’s shift from on-premise CMS/DXP to SaaS, scaled the support organization from 10 to 50+ engineers, and launched a centralized telemetry portal that reduced case resolution times by up to 60%. He also established the company’s Sri Lanka offshore program, integrating new teams and processes into global operations, and built frameworks for collaboration, competencies, and incident resolution that support Sitecore’s continued growth.