Idit Matas
Head Of Technical Support at Port.io
New York, New York, United States
Summary
🤩
Rockstar🎓
Top SchoolIdit Matas is a Head of Technical Support with over a decade of experience scaling global support organizations for developer-focused products, enterprise SaaS, and cloud data platforms. She builds operationally rigorous support models—staffing, tooling, KPIs, and escalation playbooks—that align post-sales support with retention and revenue outcomes. Idit has repeatedly launched 24/7 coverage, integrated BPOs, and designed premium support offerings that boost enterprise confidence while preserving product quality. She partners closely with Product and Engineering to turn customer feedback into prioritized features and measurable adoption wins, and has led multiple AI initiatives to improve self-service and agent productivity. A hands-on leader, she has driven CSAT into the high 90s and cut incident response times substantially across fast-growing teams. Based in New York with an MBA from Tel Aviv University, she advises founders on using support as a strategic growth lever rather than a cost center.
6 years of coding experience
12 years of employment as a software developer
Master of Business Administration (M.B.A.), Information Technology, Master of Business Administration (M.B.A.), Information Technology at Tel Aviv University
English, Hebrew
Github Skills (3)
hugo10
datadog10
documentation10
Programming languages (2)
Github contributions (5)
Iditmatas/firebolt-db.github.io
Jul 2023 - Nov 2023
Firebolt documentation
Contributions:3 pushes in 3 months
Iditmatas/godocs
Apr 2024 - Apr 2024
Documentation for Firebolt 2.0
Contributions:1 push in 1 day
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