I ran the Aircall Support Ops team and then the Aircall Go to Market Systems team. This covers a broad range of topics including Project Management, Analytics and Data, Systems management and Knowledge Management.
CV
Matt E. Jones
Software engineer based in England, working fully remotely. Interested in homelabs, systems, and building things that are genuinely useful.
Experience
- Jan2022 - Mar2026AircallVarious Roles
- Oct2016 - Jan2022MuleSoft and SalesforceVarious Roles
I worked in a variety of roles including Technical Support, Knowledge Management and Support Operations functions. I contributed to major M&A projects post-aquisition as both a technical SME and providing some project leadership.
- Jan2015 - Oct2016AtlassianSenior Support Engineer
I worked as a senior Support engineer at Atlassian. I adored the workplace, but ended my employment to move overseas. I supported the product at a code level, learnt loads of new skills and supported less experienced support engineers in a global capacity.
- Mar2011 - Jan2015TIBCOSenior Support Engineer
I worked with a very new BPM tool as an SME. I learnt the product deeply and supported a few major APAC customers with implementing and production support of the tools. The product was very database-centric and worked under two ex-dba’s who had a very deep knowledge of database principles and learnt a lot about DB technologies. I mentored less experienced team members too.
- Jul2007 - Mar2011Sun MicroSystems / OracleSupport Engineer
I worked as a technical Support Engineer supporting integration products for Sun Microsystems. These integration products connected to a wide variety of Databases and leveraged a broad range of Operating systems. I learnt about Solaris, Linux, Oracle, SQL and Java technologies. We used CVS (this was before git!!) and a few homegrown tools to manage code and defects.