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.•Leveraging technical expertise in code, CI/CD pipelines, QA automation, web & mobile domains for exceptional support.•Initiating and maintaining an active company status page to actively inform customers about ongoing incidents, scheduled maintenance, and updates.•Collaborating cross-functionally with R&D, Product, and Customer Success teams to address escalations and drive product improvements.•Analyzing customer feedback and usage patterns to identify trends, develop insights, and propose proactive product-solutions for customer needs.•Cultivating strong relationships with enterprise customers, driving customer success and gathering feedback.

•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%).•Managed team shifts and schedules, ensuring smooth operations and effective coverage. •Stayed up-to-date with the latest technologies and industry trends, providing cutting-edge technical support and insights.