Matthew Newell — Senior Technical Support Engineer

Summary

Senior Technical Support Engineer with five years of experience supporting enterprise customers at Salesforce, including three years in Government Cloud. Served as a senior escalation point for complex issues, using application logs, SQL/SOQL, API analysis, and code review to identify root causes and provide Engineering with clear findings. Experienced leading high-severity incidents, mentoring engineers, and explaining technical issues to both technical and non-technical audiences.

Experience

Senior Technical Support Engineer Jan 2022 – Jan 2025

Salesforce — Government Cloud

Maintained strong customer satisfaction scores while consistently handling one of the highest case volumes on the team, including the team’s most complex escalations.
Performed root-cause analysis using Splunk logs, SOQL queries, Apex execution details, and API behavior before escalating issues to Engineering.
Created detailed escalation reports with reproduction steps, technical evidence, business impact, and investigation findings, reducing follow-up questions from Engineering.
Led live troubleshooting sessions during high-severity incidents and independently managed weekend P0/P1 on-call rotations.
Mentored Government Cloud engineers on RCA methodology, log analysis, escalation quality, and customer communication.
Supported U.S. public-sector customers across multiple Salesforce clouds, troubleshooting OAuth 2.0, SAML, REST/SOAP APIs, and enterprise integrations.

Technical Support Engineer Jan 2020 – Jan 2022

Salesforce — Developer Support

Supported commercial customers using Apex, SOQL, Metadata API, Bulk API, Salesforce CLI/DX, Community/Experience Cloud, and enterprise integrations.
Diagnosed integration and deployment failures using Splunk, Postman, Workbench, application logs, and API payload analysis.

Technical Skills

InvestigationRoot cause analysis, Splunk, SQL/SOQL, application logs, API payload analysis

APIs & IdentityREST, SOAP, OAuth 2.0, SAML, Active Directory, Postman, Workbench

Languages & SystemsApex, JavaScript, Python, Bash, Linux, SQLite, DNS, SSH, Cloudflare

Projects

Self-Hosted AI Résumé & Home Lab

Built an interactive RAG-powered résumé and maintain a home server running 10+ self-hosted services, including Python REST APIs, SQLite, Ghost, Cloudflare Tunnel, and systemd-managed applications protected by Zero Trust.

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Certifications

Salesforce Certified Platform Administrator

Salesforce Certified Sales Cloud Consultant

Education

B.S. in Computer Science