Matthew Rugamas

Operated across support, engineering and product for Halp (later JSM Chat), owning complex escalations and driving systemic improvements in how issues were diagnosed and resolved across a 200+ person cloud support organization.

• 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
• Unblocked enterprise and high-ARR customers by diagnosing misattributed reporters, auth edge cases and data inconsistencies, turning multi-day escalations into actionable fixes
• 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, triaging up to 37 concurrent tickets during live outages while identifying root cause, coordinating with engineering and controlling customer communication to reduce support-side noise and impact
• 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

• Influenced feature design, rollout strategy and data handling practices through UAT participation and production feedback, preventing high-risk bugs and improving release quality
• 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

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.

• Reduced accessibility remediation time from days/weeks to minutes–hours by introducing structured auditing and implementation workflows across dozens of templates and shared systems
• Mitigated legal and funding risk for school districts by identifying and resolving critical accessibility violations affecting student and parent access to information
• Built and standardized accessibility auditing practices from the ground up, replacing inconsistent approaches with repeatable workflows combining automated scans and manual validation
• Implemented compliant solutions across both district-specific and shared templates, impacting hundreds of schools simultaneously across multiple environments
• Reduced repeat support issues by establishing clear implementation patterns and documentation, improving consistency across the platform
• Influenced engineering and product direction by advocating for built-in accessibility tooling and self-service capabilities for site administrators
• Became the de facto standard-setter for accessibility practices, with engineers adopting workflows and seeking guidance to handle complex compliance issues
• Improved overall support CSAT by 18% through faster resolution and more reliable, compliant site behavior

• Resolved 80–120 monthly support cases, consistently taking ownership of the most complex issues across CMS configuration, rendering failures and permissions
• 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 administrators, improving customer trust and resolution efficiency