I'm Matt Rugamas.

A support engineer based in Los Ángeles, working at the intersection of customers, code and product.

I've spent the last 8 years diagnosing complex systems end-to-end: tracing failures through APIs, logs, auth flows and application code. Most recently I was an SSE at Atlassian on the JSM Cloud team, where I owned JSM Chat escalations as a subject matter expert, partnered closely with engineering during incidents and helped build out the team's debugging practices as the product evolved post-acquisition.

The part of the work I find most compelling is the translation layer. I enjoy turning messy, ambiguous problems into something engineers can act on or something a frustrated customer can finally understand. I thrive in startup-to-scale environments, where supporting a product means owning issues end-to-end: triaging high-priority cases, identifying trends through logs and auth flows, and digging into application code and customer implementations to reduce load on engineering.

Some things I enjoy outside of work are music, tinkering with web technologies and riding bicycles.