Matthew Jackson
San Francisco,CA
Summary
Product Support Engineer with five years of experience. Strong focus on customer satisfaction and collaborating with R&D to build enterprise-focused solutions. Effective contributor in scaling various support processes including the primary functions of the Product Support Engineering role.
Overview
6
6
years of professional experience
Work History
Product Support Engineer 2 & 3
Samsara
02.2022 - Current
- A recognized Subject Matter Expert across Support, Customer Success, Engineering, Sales, and Product.
- Managed communications, identify, and drive the resolution of complex technical issues for the entire Platform business unit, including the API and Integrations Project Support Engineer (PSE) role.
- Developed framework for the earliest ticket deep dives & supportability asks.
- Key contributor in the development of the Scheduled Maintenance Playbook. Authored all customer communications for a three-hour planned product outage.
- Partnered with engineering teams to test and validate many Platform and Telematics product releases, ensuring smooth deployment and minimal disruption for customers.
- Co-launched the first level-1 support team troubleshooting trees to improve customer satisfaction through driving efficiency.
Product Support Engineer
Samsara
05.2019 - 12.2022
- Provided level-3 product support for the Telematics business unit encompassing all Telematics reports, compliance, and the driver app.
- Partnered with the first level-3 manager to establish the role and function of PSEs.
- Built and ran the earliest R&D triage meetings, prior to established partnership between R&D and support.
- Key contributor in the development of the initial support taxonomy and all subsequent iterations.
- Developed and ran the first comprehensive training program for Support agents, often with a cross-functional audience.
- Onboarded and served as a mentor for all Software PSEs from 2020-2022.
- Ran all Telematics product related software escalations.
Customer Support Engineer 2
Samsara
04.2018 - 05.2019
- Provided the first enterprise-level technical support.
- Partnered with leadership to develop the first chat solution for Support tickets.
- Managed escalations and developed the first escalation playbook.
Education
Master of Science -
Texas A&M University
College Station, TX2017
Bachelor of Science -
Purdue University
West Lafayette, IN2012
Skills
- Technical issues analysis
- Software debugging
- Databricks SQL querying
- Amazon Cloudwatch querying
- JIRA Systems
- Escalation management
- Product supportability
- Training and mentoring
- Project coordination
- Technical writing
Timeline
Product Support Engineer 2 & 3
Samsara
02.2022 - Current
Product Support Engineer
Samsara
05.2019 - 12.2022
Customer Support Engineer 2
Samsara
04.2018 - 05.2019
Master of Science -
Texas A&M University
Bachelor of Science -
Purdue University