Matan Albag Email & Phone Number

Herzliya, IL

Tel Aviv District, Israel

• Leading, coaching, and mentoring a global team of 8 Support Engineers & Support Specialists, driving resolution of complex technical issues and ensuring prompt and effective customer support.
• Managing production incident escalations, ensuring timely resolution and minimizing customer impact.
• Serving as the focal point for all customer bugs, prioritizing and coordinating their resolution while maintaining high customer satisfaction.
• Developing and executing support strategies, achieving consistent 98% CSAT and 99% SLA targets.Overseeing support for all 400+ startups to enterprise customers, contributing to $15M ARR.
• Initiating collaboration with stakeholders to automate and deflect support cases using AI-based solutions, enhancing customer self-service and scalability.
• Driving implementation and improvement of support processes, ensuring seamless incident management, root cause analysis, and knowledge sharing.

• Provided expert technical support and code automation solutions to a diverse global customer base.
• Configured, analyzed, and resolved complex issues with customers' critical test flows, ensuring successful outcomes across multiple time zones.
• Collaborated closely with R&D, Product, and Customer Success teams to drive customer satisfaction deliver high-quality support, and getting things done.
• Played a vital role in optimizing the CI/CD pipeline of customers, supporting startups and industry-leading companies in their software development processes, and unblocking deployments.
• Employed creative and innovative technical workarounds to ensure fast issue resolution, unblocking customers and minimizing impact.
• Thrived in high-pressure situations, delivering prompt technical solutions during peak demand periods while maintaining exceptional customer satisfaction (99%).