Looking for a job

Xavier Toledo

@datapro4hire

Support Engineer with 10+ years resolving API, dev-tools, and SaaS issues—improving developer experience with AI-assisted workflows.

Canada

Message

What I'm looking for

I’m looking for a remote role in developer tools or SaaS where I can own complex API/support investigations, improve documentation and developer experience, and use AI-assisted workflows to drive faster, higher-quality resolutions with strong engineering collaboration.

I’m a Support Engineer with 10+ years resolving complex technical issues independently across SaaS, developer tools, and enterprise cloud environments—fully remote throughout. I’m comfortable navigating GitHub repositories, reading and debugging code across Python, JavaScript, and Bash, and working directly with API documentation and developer tooling.

I consistently resolve the majority of support inquiries without escalation by combining structured root cause analysis, clear reproduction steps, and developer-friendly written communication. I actively use and improve AI-assisted workflows, and I genuinely care about documentation quality because I see it as part of the developer experience product surface.

In my current role, I troubleshoot browser extensions, Outlook add-ins, and SaaS application failures using defect reproduction methodology and evidence-based reporting. I also debug API integration issues by isolating root causes in authentication, payload, and connectivity, then validate fixes with engineering teams to mirror QA verification and sign-off in production.

Earlier, I rebuilt a QA function from scratch as an Associate Project Manager / Acting QA Manager—establishing test plans, migrating defect tracking to Jira, and increasing QA coverage through structured sprint planning. Before that, I led enterprise technical support for security appliances, drove process improvement initiatives, and supported regulated documentation and audits; I also delivered production application support for a mission-critical healthcare platform.

Experience

Work history, roles, and key accomplishments

Current

Certified Technical Advisor

Current

TheItSupportCenter

Jan 2024 - Present (2 years 4 months)

Resolved complex SaaS and developer-environment support tickets independently, using structured reproduction and root-cause analysis and escalating only after exhausting diagnostic options. Authored runbooks and knowledge-base documentation and improved AI-assisted workflows to reduce repeat escalations.

Technical Support REST APIs Jira ServiceNow Freshdesk Root Cause Analysis Python

Associate PM / QA Manager

TravelBrands

Sep 2021 - Nov 2022 (1 year 2 months)

Rebuilt QA and defect tracking from scratch, migrating 100+ defects to Jira and increasing QA coverage by 50% while improving stakeholder understanding of acceptance criteria by 75%. Led manual black-box and white-box testing across web and multi-platform iOS/Android releases and validated Sabre and Amadeus GDS REST API integrations with Postman.

Quality Assurance Jira Manual Testing REST API Testing Postman

Asset Shipping Specialist

Morgan Stanley

Mar 2021 - Sep 2021 (6 months)

Coordinated compliance and quality control across multiple enterprise sites, verifying chain-of-custody documentation and maintaining audit trails for secure data destruction. Tracked activities in ServiceNow and ensured adherence to regulated financial processes.

Chain Of Custody Quality Control ServiceNow Regulated Environments

RMA Specialist II

Fortinet

Jun 2015 - Jan 2021 (5 years 7 months)

Independently resolved enterprise security support cases by analyzing TLS/SSL configuration and firmware behavior using structured root-cause analysis. Drove two process-improvement initiatives based on recurring failure patterns and served as an ISO 9001 internal auditor, producing audit evidence and corrective-action documentation.

Firmware Root Cause Analysis ISO 9001

Business Analyst

Contac Services

Dec 2013 - Jul 2014 (7 months)

Validated REST API data types and schema compatibility using SQL Server (SSMS) before integrating third-party data feeds into an enterprise travel management platform. Conducted mobile platform testing to support release validation workflows.

Business Analysis API Schema Validation SQL Server Data Schema Testing Mobile Testing

Application Support Consultant

CGI Group

Feb 2011 - Sep 2013 (2 years 7 months)

Provided 24/7 remote production support for a healthcare platform by triaging incidents across application, database, and infrastructure layers. Investigated ETL failures and security/audit log anomalies under PIPEDA/FIPPA compliance and authored SOPs to strengthen release governance after a direct-to-production data incident.

Production Support Triage Database Support

Intermediate Business Analyst

Scotiabank

Apr 2010 - Sep 2010 (5 months)

Developed and executed test cases for a Computer Telephony Integration (CTI) banking project, validating system behavior against business requirements prior to production deployment. Documented integration accuracy and ensured readiness for go-live.

Business Analysis Integration Testing

Education

Degrees, certifications, and relevant coursework

BrainStation

Diploma, Data Science

Completed a Diploma in Data Science at BrainStation. Built practical skills for applying data science concepts in real-world contexts.

Academy of Learning Career College

Diploma, Software & Web Development

Activities and societies: QA practicum: wrote and executed test cases for a live web platform using Playwright + GitLab Issues.

Completed a Diploma in Software & Web Developer. Completed a QA practicum writing and executing test cases for a live web platform using Playwright and GitLab Issues.