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Mentorship

By teaching, we transform our own knowledge.

Idit Matas

Head of Technical Support @ Firebolt

English, Hebrew

New York, United States of America

Joined April, 2025

0.0

0 reviews

Free

Price per session

30 min

Call duration

Bio

I'm a seasoned Support Engineering Leader with over a decade of experience in managing teams. I specialize in enterprise SaaS developer-focused products. My expertise is in leading and scaling global teams, optimizing technical support operations, and implementing AI-driven automation to enhance efficiency and service delivery. I'm passionate about customer success, operational excellence, and technology innovation to drive revenue and business growth.

Experience

Firebolt

Firebolt is a cloud-native data warehouse platform designed for scalable analytics and low-latency querying, specifically aimed at powering data applications. • Led a global Support Engineering team across EMEA and the US, reporting directly to the Chief Customer Officer, ensuring the highest level of customer satisfaction (CSAT score of 97%). • Established comprehensive operational excellence through implementing a 24/7/365 on-call program, developing an SME program, coordinating an enablement initiative to upskill the team, and building a production alerts system that reduced incident response time by 45%. • Served as a hands-on leader, addressing complex SQL and Database issues, managing customer escalations, and redefining the escalation management protocols, resulting in 20% faster resolution times. • Collaborated with Engineering and Product teams during the critical 2.0 version release, leveraging customer feedback to shape feature development, ensure product excellence and drive adoption. • Pioneered multiple AI initiatives including a GenAI documentation solution that updated 50 KB articles with 67% time savings, and co-developed an AI Chat Support Bot with Engineering by providing technical specifications and implementing quality assurance protocols, purposed to enhance self-service support for customers.

Datadog

• Managed 5 Team Leads and a total support team of 30, focusing on optimizing productivity and achieving KPIs related to resolution times, assignment, and customer satisfaction. • Enhanced team productivity by 20%, reduced MTTR by 16%, and maintained a high CSAT score of 95%. • Developed an employee recognition plan and facilitated over a dozen promotions to boost satisfaction and retention; spearheaded reorganization of the Support team by product verticals, resulting in faster response times and deeper technical expertise.

Skai

• Led the San Francisco Support Engineers team, oversee hiring, training, and performance reviews, consistently earning “Exceeds Expectations” appraisals. • Managed escalation and outage resolution for US time zone incidents, affecting 1,500 clients, including 150 Fortune 500 companies. • Participated in an expert task force to launch Zendesk Support for 12k users with zero downtime, migrating 20k tickets. • Administered support platforms such as Statuspage, Gainsight PX, and Zendesk Explore, driving support management decisions. • Initiated global Hackathons and All Hands meetings, enhancing team cohesion and innovation, resulting in three new productivity tools. • Revamped the knowledge base, generating 5 new articles annually.