Open to opportunities

Jonathan Carlos

@jonathancarlos

Technical Support & Customer Success specialist bridging SaaS APIs, incident resolution, and VoIP/CRM uptime for global teams.

Brazil

Message

What I'm looking for

I’m looking to support enterprise SaaS customers end-to-end—investigating with SQL and APIs, partnering with Engineering as voice of customer, and ensuring reliable multilingual outcomes in VoIP/CRM environments.

I’m a Technical Support and Customer Success specialist with 4+ years of experience in SaaS enterprise environments, combining L1/L2/L3 incident management, API debugging, SQL analysis, and root cause investigation with strong customer-facing communication. I’m comfortable being the technical bridge between clients and Engineering, turning issues into actionable feedback.

In my work, I manage the full incident lifecycle end-to-end in Jira and ServiceNow—receipt, impact assessment, troubleshooting, escalation, resolution, and post-incident documentation—while maintaining SLA targets for enterprise accounts. I investigate complex technical issues using SQL queries, REST API testing with Postman, and log analysis on Linux-based environments, then help teams reproduce bugs and deliver clear findings.

As founder of Serqlo CRM, I provide L1/L2 VoIP platform support (smrtfone.io) and CRM administration for US-based clients, supporting operational uptime through SIP configuration and connectivity troubleshooting. I also monitor production performance on GCP (Cloud Run/Firebase), deploy hotfixes when needed, and build Python automation scripts to reduce manual workload and improve cross-platform data consistency.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

TELUS Agriculture & Consumer Goods

Jan 2023 - Present (3 years 6 months)

Managed L1/L2 incident lifecycles end-to-end in Jira and ServiceNow, handling impact assessment, troubleshooting, escalation, resolution, and post-incident documentation while meeting SLA targets. Investigated root causes using SQL queries, REST API testing with Postman, and log analysis on Linux, and provided daily multilingual (English/Spanish) customer support.

Incident Management L1 L2 Support SLA Management Jira ServiceNow SQL REST APIs Postman Root Cause Analysis Escalations Multilingual Customer Support

Current

Founder, Product Support Lead

Current

Serqlo CRM

Jan 2020 - Present (6 years 6 months)

Provided L1/L2 support and client IT services for the smrtfone.io VoIP platform, troubleshooting call routing, SIP configuration, and connectivity to ensure operational uptime. Administered CRM platforms (Plecto, Podio) and monitored production performance on GCP/Firebase/Cloud Run, deploying hotfixes and building Python automation to integrate VoIP, CRM, and Google Sheets for client operations.

VoIP Support SIP L1 L2 Support CRM Administration Plecto Podio GCP Firebase Cloud Run Log Analysis Python Google Sheets Integration

Customer Support Analyst

Randstad (Itaú)

Jan 2019 - Jan 2023 (4 years)

Managed high-volume enterprise support queues for digital financial platforms, maintaining KPI and SLA compliance in a fast-paced environment. Built stakeholder communication skills while supporting customers through issue handling and resolution.

Customer Support SLA KPI Management