Technical Support Engineer · Full-Stack Developer · Montréal

Jessica Iacovozzi

Building the infrastructure that prevents fires —
deep API knowledge, a builder's instinct, and a track record of shipping.

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01

The kind of engineer who builds the tools other people rely on.

About

I'm a Technical Support Engineer and full-stack developer based in Montréal, with a background that sits at the intersection of deep technical debugging, developer infrastructure, and cross-functional communication. I don't just solve tickets — I build the systems, documentation, and tooling that prevent them from recurring.

At Mediaclip, I reduced first response time by 76% in three months and built the support infrastructure from scratch: Postman workspaces, knowledge bases, Freshdesk systems, and client-facing docs. At Virtuose, I shipped full-stack features across Vue.js, Django, and React, and was personally recommended to join a new team.

I work best where product depth meets technical ownership — SaaS integrations, API ecosystems, developer-facing systems. I care about making things robust, well-documented, and easier for the next person.

API Debugging SaaS Integrations Technical Writing Full-Stack Dev Bilingual EN/FR Agile/Scrum
Experience

Mediaclip

Jun 2025 – Present

Montréal, QC

Technical Specialist, Innovation & Special Projects

↑ Promoted Nov 2025
  • Reduced First Response Time by 76% (4h28 → 1h04 in 3 months) by establishing SLAs, rebuilding ticket types, fields, and tags in Freshdesk, creating performance reports, and rewriting translated templates and canned responses.
  • Built technical support infrastructure from scratch — developed a documented Postman workspace for HTTP API debugging, authored internal Guru knowledge base articles, triaged and escalated bugs via Jira, and performed hands-on troubleshooting across Shopify integrations, GraphQL filters, KQL queries, and REST API calls.
  • Overhauled client-facing documentation end-to-end — introduced code blocks, collapsible sections, breadcrumb/TOC navigation, filetree views, GitHub-style callouts, an Azure Static Web Apps feedback form, and mobile responsiveness improvements.
  • Completed an assigned dev project ahead of schedule and produced a visual regression report that earned direct recognition from the scrum master.

Virtuose Technologies

May – Nov 2024

Alma, QC

Full-Stack Developer

  • Developed full-stack features across TypeScript/Vue.js frontends and Python/Django backends for multiple production-grade web applications.
  • Led continued development of a legacy React/Ionic mobile SPA, implementing REST API integrations and responsive UI improvements.
  • Upheld code quality through peer reviews, Agile sprints, and CI/CD pipelines using GitHub Actions.
  • Personally recommended by the project owner to join her team at a new company.
Selected Projects
01 / 04 Vue.js · Airtable · i18n

Rosetta's Angels

Bilingual Vue.js 3 nonprofit web application with 70% load performance improvement (1.4s → 400ms) through lazy loading, bundle splitting, and compression. Hardened security with XSS/CSRF protection, reCAPTCHA v3, data sanitization, and server-side validation against an Airtable REST API.

Vue.js 3 Vuetify 3 Vue Router Vue-i18n REST API reCAPTCHA v3
02 / 04 Next.js · Supabase · WCAG

Whisker Budget

Full-stack cost estimator built with Next.js, React 19, TypeScript, and Supabase featuring real-time expense tracking, multi-table queries, and drag-and-drop editable estimates. WCAG-compliant UI using Tailwind CSS, Radix UI, React Hook Form, and Zod validation.

Next.js React 19 TypeScript Supabase Tailwind CSS WCAG
03 / 04 React · API · Accessibility

Dog Breed Hub

Responsive React application with infinite scroll, API Ninjas integration via Axios and React Query, and a WCAG-compliant accessible UI built with Chakra UI and semantic HTML5. Clean component architecture with efficient data fetching patterns.

React React Query Axios Chakra UI WCAG REST API
04 / 04 Rails · Docker · Fly.io

Charity Finder API

RESTful Rails API providing searchable access to Canadian charities data with filtering by rating, city, sector, and impact — plus complex sorting and pagination. Dockerized architecture deployed on Fly.io with comprehensive API documentation detailing all endpoints, query parameters, and response schemas.

Ruby on Rails Docker Fly.io REST API PostgreSQL API Docs
Technical Skills

Support & Tooling

  • Freshdesk · Jira · Postman
  • Guru · REST APIs · GraphQL
  • API Debugging · SLA Management
  • Technical Documentation
  • Shopify Integrations

Languages

  • JavaScript (ES6+) · TypeScript
  • Python · Ruby
  • HTML5 · CSS / SASS
  • SQL · KQL

Frameworks

  • React · Next.js · Vue.js
  • Node.js · Express.js
  • Django · Ruby on Rails

Platforms & DevOps

  • Git · GitHub
  • Docker · AWS · Azure
  • CI/CD (GitHub Actions)
  • Fly.io · Vercel

Data

  • PostgreSQL · SQLite · MongoDB
  • Supabase · Airtable
  • KQL · Complex Query Design

Practice

  • WCAG Accessibility
  • Agile / Scrum
  • SaaS Integration
  • Technical Writing
  • Bilingual EN / FR
Get in touch

Let's build something
worth shipping.

Email
LinkedIn
(514) 434-8973