Dominic Jodoin
About Dominic Jodoin
Dominic Jodoin serves as the Director of Support Engineering at Nylas, where he has worked since 2021. He has extensive experience in support engineering and software development, having held various roles at companies such as Travis CI, Radialpoint, and Ubisoft.
Work at Nylas
Dominic Jodoin has served as the Director of Support Engineering at Nylas since 2021. In this role, he has led significant initiatives to enhance support operations. He spearheaded an initiative that achieved a 25% reduction in ticket volume related to the top call driver. Additionally, he took ownership of the incident management process, training the team to become incident commanders and automating manual work for postmortem documentation. Jodoin also implemented a tiered support model, resulting in an 85% reduction in average response time. He played a pivotal role in expanding Nylas' support coverage in Europe by establishing a team in the Netherlands, increasing support hours from 12 to 20 per day.
Previous Experience
Before joining Nylas, Dominic Jodoin held various roles in the tech industry. He worked at Travis CI as a Support Engineering Manager for one year in Berlin, Germany, after serving as a Senior Support Engineer for three years in the same company. His experience also includes a position as Senior Software Developer at Radialpoint from 2012 to 2015. Jodoin has a background in software design, having worked at Matrox for eight years, and has experience as a Senior Online Programmer at Ubisoft. His earlier career included roles at the Canada Revenue Agency as an Information Technology Analyst and as a Research Assistant at the University of Ottawa.
Education and Expertise
Dominic Jodoin studied Computer Science at the University of Ottawa, where he earned a Bachelor of Science (B.Sc.) from 1995 to 1999. He furthered his education at Université de Montréal, completing master's level graduate courses in Computer Science from 1999 to 2001. In addition to his formal education, Jodoin has pursued training in iPhone and iPad application development at Technologia Formation and Collège de Maisonneuve since 2013.
Technical Contributions
At Nylas, Dominic Jodoin made significant technical contributions by converting support tools from server console-based applications to web-based applications. This transition significantly reduced the need for production access to resolve customer issues. His efforts have streamlined support processes and improved overall efficiency within the support engineering team.