Escalation Engineer at Illumio
Hola! I'm Jonathan, based in Montreal. I've worked in technical support for 13+ years, the last few leading the most complex escalations. I'm now an Escalation Engineer at Illumio. Outside work I design, code and self-host my own mobile apps, backends and the servers underneath them.
Apps I designed, coded and run myself.
A social app for sharing Spotify playlists: a feed, profiles, tags, and a native Spotify bridge I wrote in Kotlin.
Guided affirmations with narrated audio, and an AI that writes new ones for whatever moment you're in.
Portfolio site for a visual artist in Mexico, plus a companion app the artist uses to publish new work.
Mac app for DJs: catalogs tracks by BPM, key and waveform, builds sets and exports to rekordbox. Guests request songs from a QR code at gigs.
AI wardrobe: photograph your clothes, the AI tags them, then suggests outfits for the weather.
Voice-first notes, tasks and events. Just talk; AI transcribes it and files it in the right place.
French practice with an AI conversation partner that listens and talks back.
Spaced-repetition flashcards with learning paths, five quiz types and streaks.
Chess opening trainer: see what real players choose, what Stockfish says, and ask an AI coach why. Then play it out against a human-like bot.
From frontline support to the top of the escalation queue.
Remote · Montreal 
Remote Led the investigation of the most complex enterprise SaaS escalations, partnering with Engineering and Product on root causes. Mentored support engineers.
Vancouver Led the escalations team and coordinated cross-functional investigations of high-impact customer issues.
Vancouver Enterprise data-analytics software: installations, scripting, data connections and integrations.
Chilliwack Technical support in English and Spanish.
What I reach for at work and at home.
I'm not great at it, but I can't stop playing. Challenge me.
A bit of a music geek: every week I make a playlist of new finds, then test them out in my living room or by the canal. Crate is the app I built to keep up.
I spent my first 22 years in Mexico, but it took Montreal to teach me salsa.