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Matthew Rugamas

Technical Support Engineer · Debugging, escalations, customer engineering · Los Angeles, CA

linkedin.com/in/mattrugamas · mail@mattrugamas.com · mattrugamas.com · github.com/MattRugamas

Profile

Technical Support Engineer at Cursor with nearly a decade across SaaS support, engineering and product. I take ownership of complex, cross-system issues and drive them to root cause, from logs to application code.

I'm the person teams pull in when systems break and the path to root cause isn't obvious. I specialize in turning ambiguous customer problems into clear technical direction, improving how teams debug, and reducing time to resolution at scale through better processes, documentation and cross-functional alignment.

Recommendations

A rare individual who elevates every team he joins. He combines deep technical knowledge with clear communication and a focus on customer impact.

— Don Pierce, Manager of Cloud Growth Products, Atlassian · view on LinkedIn

Matt took full ownership of the sunset activities for a legacy product, working closely with product and development teams to plan and execute the migration — often developing critical fixes and workarounds himself to ensure a smooth transition for our customers.

— Al Lawlor, Director / Sr. Manager, CX & Support Operations, Atlassian · view on LinkedIn

Matt is an incredible engineer and a human being. He has this incredible super power that enables him to stay positive and productive when his work throws the most challenging issues his way. He approaches each day with infectious energy and dives head first into every task that crosses his desk.

— Daren Nkomo, Software Engineer – Trello, Atlassian · view on LinkedIn

Skills

Debugging
Logs, APIs, auth (SAML), MongoDB state inspection, distributed systems
Languages
TypeScript, JavaScript, HTML, CSS, SQL, Bash
Frontend
React, GraphQL, Chrome DevTools, step-through debugging
Local development
Full-stack local environments, codebase navigation, feature branch UAT
Observability
Splunk, log analysis, distributed tracing, metrics interpretation
Incidents
Critical incidents (Sev-1/2), escalation ownership, high-volume triage, executive comms
Enablement
SOPs, playbooks, knowledge systems, training, mentorship
Product
Pre-release validation, bug reproduction, release readiness, stakeholder alignment
Tools
Jira/JSM, Postman, LaunchDarkly, Statsig, VS Code, Git
Accessibility
WCAG 2.1 AA, ADA, ARIA, automated + manual auditing

Experience

04June 2026 – Present

Technical Support Engineer

CursorRemote

First line of technical support for Cursor users — debugging complex issues across AI-assisted development workflows, building automations and internal tools to scale operations, and partnering with product and engineering to turn customer signal into roadmap direction.

03March 2022 – March 2026

Senior Support Engineer

AtlassianSan Francisco, CA

Owned complex escalations and drove systemic debugging improvements for Halp (later JSM Chat) within Atlassian's 200+ person cloud support organization.

  • Unblocked enterprise and high-ARR customers by diagnosing misattributed reporters, auth edge cases and data inconsistencies, turning multi-day escalations into actionable fixes
  • Reduced recurring Shared Channel failures from daily incidents to rare edge cases by tracing issues across Splunk logs, MongoDB data and application code, identifying gaps in Slack integration handling and driving fixes with engineering and product
  • Acted as primary bridge between support, engineering and product, translating ambiguous issues into reproducible bugs with clear root cause analysis, accelerating resolution and influencing product direction

Debugging & Incident Ownership

  • Owned end-to-end resolution of complex Tier-2 escalations across APIs, SAML auth, Jira automations and distributed systems, reducing time to resolution by 25% across the team
  • Served as incident point person during live outages, triaging up to 37 concurrent tickets while owning root-cause analysis and customer communication
  • Diagnosed issues beyond logs by tracing failures into React/GraphQL code paths and live debugging with engineers, consistently identifying root causes missed in initial investigations

Product & Engineering Impact

  • Steered feature design and release quality through UAT participation and production feedback, preventing high-risk bugs ahead of shipping
  • Contributed code fixes including logging sanitization and UX improvements, reducing exposure of sensitive data and improving debug-ability
  • Partnered with engineering in real time during incidents and escalations, providing system-level context that accelerated debugging and reduced misdiagnosis

Process & Team Impact

  • Designed and implemented debugging SOPs, playbooks and training that reduced escalations by 15% YoY by enabling engineers to resolve issues without escalation
  • Trained and mentored ~30 engineers across geos, turning JSM Chat from a high-escalation surface into a broadly supported product area
  • Established support-engineering huddles and swarm debugging practices, improving trend visibility, alignment and overall resolution speed across a 75-person AMER team
  • Improved knowledge systems through structured documentation workflows, reducing reliance on tribal knowledge and increasing support effectiveness

02February 2020 – February 2022

Accessibility Lead

EdlioCulver City, CA

Led accessibility across Edlio's CMS platform, building the systems and standards used to bring 100+ school district websites into WCAG/ADA compliance. Operated at the intersection of support and front-end engineering, owning high-risk compliance issues while creating scalable practices adopted across the team.

  • Cut accessibility remediation time from days/weeks to minutes–hours by introducing structured auditing workflows across 50+ templates and shared systems
  • Ran 100+ site audits and brought 100+ school district websites into WCAG/ADA compliance, protecting student and parent access to information and mitigating legal and funding risk
  • Built accessibility auditing practices from the ground up, replacing inconsistent approaches with repeatable workflows combining automated scans and manual validation
  • Shaped engineering and product direction by pushing for built-in accessibility tooling, and became the standard-setter engineers sought out for complex cases
  • Improved overall support CSAT by 18% through faster resolution and more reliable, compliant site behavior

01February 2019 – January 2020

Lead Technical Support Engineer

EdlioCulver City, CA

  • Owned the most complex escalations across CMS configuration, rendering failures and permissions, resolving 80–120 monthly support cases and consistently taking the hardest work on the team
  • Diagnosed and fixed front-end issues directly in customer environments using HTML, CSS and JavaScript, restoring functionality and reducing repeat incidents
  • Escalated high-quality, reproducible bugs with clear technical context, improving engineering turnaround and reducing back-and-forth
  • Translated technical issues into clear, actionable guidance for non-technical school district administrators and IT staff, building customer trust and resolution efficiency