Summary
Overview
Work History
Education
Skills
Skills Expertise
Relevant Projects Initiatives
Tools Technologies
Key Qualifications
Timeline
Generic

Matthew Jackson

San Francisco

Summary

Results-driven Product Support Engineer with expertise in technical writing and troubleshooting. Adept at collaborating cross-functionally with engineering, sales, customer success, and product teams to drive enterprise-focused solutions. Passionate about leveraging AI and automation to enhance customer experience, streamline processes, and improve time-to-resolution.

Overview

7
7
years of professional experience

Work History

Product Support Engineer II & III

Samsara
02.2022 - Current
  • Leading the redesign of customer ticket tag taxonomy, integrating AI-driven summarization to determine customer intent, automate routing, and provide real-time resource recommendations.
  • Analyzed trends in customer inquiries, identifying areas for improvement in product design or documentation.
  • Partner with Technical Account Managers (TAMs) and Customer Success Managers (CSMs) to address urgent customer issues, ensuring rapid resolution and seamless product adoption
  • Develop workarounds for nuanced customer use cases, enhancing product adaptability and long-term retention
  • Act as a company Subject Matter Expert (SME) across Support, Engineering, Sales, and Product, managing complex platform-wide technical escalations
  • Collaborate with engineering teams to test and validate new product releases, ensuring smooth deployments with minimal customer impact
  • Key contributor in the development of the scheduled maintenance customer communications playbook.
  • Designed tools and troubleshooting flows that agents utilize to reduce ticket resolution time and enhance customer satisfaction.
  • Acting as a primary outage incident coordinator, collaborating with engineering, support, and product to troubleshoot, escalate, and restore services efficiently.

Product Support Engineer

Samsara
05.2019 - 12.2022
  • Provided Level-3 technical support for the Telematics business unit, overseeing all compliance, driver app, and reporting-related issues
  • Built and ran the first R&D triage meetings, streamlining the partnership between Support and Engineering
  • Designed and implemented the first training program for Support agents, improving onboarding efficiency and cross-functional knowledge sharing
  • Led all software escalations for Telematics, ensuring a structured approach to troubleshooting and resolution

Customer Support Engineer II

Samsara
04.2018 - 05.2019
  • Provided enterprise-level technical support, handling complex escalations and developing the first escalation playbook
  • Partnered with leadership to develop the first chat-based ticketing solution, improving customer response times

Education

Master of Science -

Texas A&M University
College Station, TX
01.2017

Bachelor of Science -

Purdue University
West Lafayette, IN
01.2012

Skills

  • Technical issue analysis & troubleshooting
  • API & system integrations
  • Technical support enablement and automation
  • SQL & cloud platform querying (Databricks, AWS, CloudWatch)
  • Escalation and incident management
  • Technical Writing & Documentation

Skills Expertise

  • AI-driven ticket taxonomy & automation
  • Technical issue analysis & troubleshooting
  • API & system integrations
  • Customer success & technical enablement
  • SQL & cloud platform querying (Databricks, AWS, CloudWatch)
  • Software debugging & escalation management
  • Training & mentoring
  • Cross-functional collaboration & process improvement

Relevant Projects Initiatives

  • AI-Driven Ticket Taxonomy & Automation, Leading the redesign of Samsara's ticketing system to leverage AI for ticket summarization and intent classification, enabling auto-routing and better tracking of customer pain points. This initiative is driving customer self-service, reducing escalations, and enhancing support efficiency.
  • Cross-Functional Customer Success Collaboration, Regularly engage with CSMs, TAMs, and Sales teams to improve support strategies, share product insights, and ensure alignment on customer priorities.
  • Supportability Improvements & Training, Developed frameworks for early-stage ticket deep dives and enhanced supportability tools, improving internal knowledge sharing and customer resolution times.

Tools Technologies

  • Programming & Scripting: Python (basic), SQL, APIs
  • Cloud & Monitoring: AWS, CloudWatch, Databricks
  • Support & CRM Tools: JIRA, Zendesk, Salesforce
  • AI & Automation: AI-powered ticketing, workflow automation

Key Qualifications

  • Strong foundation in AI-driven automation, customer support strategies, and technical solutions development.
  • Proven experience in post-sales technical enablement, including troubleshooting, system integration, and API-based workflows.
  • Ability to translate technical concepts into actionable insights for both technical and non-technical stakeholders.
  • Hands-on expertise in data-driven support strategies, improving customer retention, adoption, and satisfaction metrics.

Timeline

Product Support Engineer II & III

Samsara
02.2022 - Current

Product Support Engineer

Samsara
05.2019 - 12.2022

Customer Support Engineer II

Samsara
04.2018 - 05.2019

Bachelor of Science -

Purdue University

Master of Science -

Texas A&M University

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Matthew Jackson