Daniel Matteson Email & Phone Number

San Francisco, California, US

• As a Sr. Developer Support Engineer at Airtable, I specialize in offering advanced technical support and solutions to a diverse range of customer and team challenges. Leveraging my in-depth knowledge of Airtable's.
• Providing expert-level support to customers and internal teams, utilizing an advanced understanding of Airtable and its technical foundations.
• Resolving complex customer issues creatively and effectively, aligning solutions with company objectives.
• Continuously pursuing personal development, including skills in Airtable's new Generative AI feature which integrates the OpenAI GPT-4 LLM.
• Directing the application of existing principles and pioneering the development of innovative policies and ideas.
• Facilitating cross-functional team collaborations to deliver customer-focused solutions.

San Francisco, California, US

San Francisco, California, US

• Disqus helps publishers increase engagement and build loyal audiences on over 4 million websites including CNET, CBS News, and Wired.
• Python, Django, PostgresQL, Redis, Docker, and Git.
• Planned and implemented new features for digital publishers and commenters.
• Investigated and fixed bugs found in production releases.
• Participated in product development sprints and technical design meetings by collaborating closely with product, support, and business teams.

San Francisco, California, US

San Francisco, California, US

• Planned and implemented a strategic upgrade to Disqus’ support tools which included knowledge base migration, faster realtime chat, response automation, and customer data integration via Intercom.
• Developed basic applications to solve operational and customer facing problems; most notably an internal Slack slash command that displays support metrics and a Python tool for manipulating customer tickets. Beginner.
• Owned email, chat, and knowledge base support services by managing training, team planning, and ongoing monitoring of performance of quantity (case resolves/day) and quality (QA and CSAT).

San Francisco, California, US

• Helped thousands of enterprise and mid-market publishers integrate Disqus into their website while diagnosing and troubleshooting issues using Chrome developer tools, identifying solutions for custom use-cases, and.
• Worked closely with product, engineering, and sales teams and acted as the primary support contact for internal product questions, technical escalations, and the consistent communication of customer-reported feedback.
• Successfully transitioned hundreds of support customers to self-service support tools by building a helpful online community of product advocates and developing community norms and guidelines.

San Francisco, California, US

• Quickly learned Disqus’ features set by exploring how the product interacted with the user provided data via webpage JavaScript and frontend user interface.
• Identified and prioritized support insights by transforming user confusion and feedback into actionable product ideas and improvements.
• Contributed to support standards and protocols for communicating with customers, reported team, and participated in weekly planning.Community Support Intern (December 2012 - April 2013)
• Provided concise, empathetic, and helpful conversation to dozens of customers per day while filling gaps in our self-service knowledge base articles to prevent future misunderstandings.

San Francisco, CA, US

• Provided support to Kiva donors and users by answering questions about the Kiva mission, product interface, and billing via Salseforce ticket queue and CRM.

Los Angeles, California, US

• Assisting with communication activities including writing and distributing newsletters and mass mailings to partners and constituents.
• Responding to email queries from regional directors, the public, and volunteers nationwide. Updating, editing, and managing website content using basic HTML, FTP, and WordPress.
• Reporting on Google Analytics trends for website content and assisting with event planning and marketing activities, including social media outreach.

• Provided WordPress consulting including plugin setting adjustments, social media marketing, content editing, advertising, and Google Apps (Adsense, Analytics, Adwords) management.
• Helped double readership and Google Ad revenue by improving site functionality and providing basic HTML/CSS support.

Santa Cruz, CA, US

• Painted and maintained drywall, windows, electrical outlets, and furniture in university buildings.
• Completed long term preventative maintenance projects.

Santa Cruz, CA, US

• Called UCSC alumni, parents of UCSC students and other friends of the campus by telephone to answer questions and provide information about campus events to constituents.
• Entered callers’ information into computer databases with speed and accuracy. Secured financial support for academic and co-curricular projects on campus.
• Established and maintained positive relationships with constituents by verbally building rapport, explaining university events, and performing proactive community outreach.

B.A., Sociology

Study Abroad Program, Humanities