Tom Cuffling
Doncaster
Summary
Dynamic and customer-centric Senior Technical Support Engineer with 5+ years of experience supporting cloud-based SaaS and IaaS platforms. Proven success in diagnosing complex issues, supporting APIs and integrations, and leading enterprise support initiatives. Background in networking (DNS, HTTP/HTTPS), cloud technologies (AWS, Linux, Kubernetes), and scripting (JavaScript, Python). Passionate about improving user experience, building knowledge bases, and engaging with communities. Thrive in fast-paced, remote-first environments.
Overview
6
6
years of professional experience
Work history
Associate Technical Support Architect
Matillion
Manchester
01.2025 - Current
- Delivered high-level support for advanced workflow, cloud integration, and performance issues affecting enterprise clients.
- Acted as a bridge between Support, Engineering, and Product teams to escalate, reproduce, and resolve critical technical challenges.
- Diagnosed root causes of system instability across containerised environments (Docker, Kubernetes) and cloud platforms (AWS).
- Created internal tools and documentation to streamline issue resolution, reducing time-to-resolution for recurring cases.
- Contributed to the development and refinement of knowledge base articles, FAQs, and onboarding resources.
- Participated in the design of proactive support strategies including customer telemetry, usage analysis, and automated alerting.
- Assisted in mentoring junior support staff and establishing internal best practices for triaging and resolution workflows.
- Supported customers through various channels (Zendesk, Salesforce, HubSpot), maintaining high SLA adherence and CSAT scores.
- Played a key role in enterprise onboarding efforts and customer success initiatives in collaboration with Sales and Solutions Architects.
- Provided after-hours coverage during on-call rotations to ensure 24/7 availability for mission-critical support.
Senior Technical Support Engineer
Matillion
Manchester
06.2022 - 01.2025
- Delivered in-depth technical troubleshooting for issues related to APIs, cloud deployment, workflow automation, and integration performance.
- Provided expert guidance across customer environments using tools such as Docker, Kubernetes, Linux, and AWS.
- Led root cause analysis for critical escalations, driving incident resolution and long-term stability improvements.
- Collaborated cross-functionally with Engineering and Product teams to escalate bugs, validate fixes, and influence roadmap priorities.
- Developed and maintained support documentation, FAQs, and internal runbooks to enhance team efficiency and reduce ticket volume.
- Mentored junior engineers and contributed to continuous improvement of support workflows and tooling.
- Supported clients through multiple platforms including Zendesk, Salesforce, and HubSpot, with a strong focus on SLA adherence and customer satisfaction (CSAT).
- Played a key role in onboarding enterprise clients, running enablement sessions, and providing tailored configuration guidance.
- Participated in an on-call rotation to ensure 24/7 support coverage and rapid response to critical incidents.
Technical Support Engineer
Matillion
Manchester
10.2021 - 06.2022
- Collaborated with team members in virtual environments to optimise field experience and development capabilities.
- Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
- Providing technical direction and assistance to our partners and customers at Matillion
- Supported out-of-hours service by working unsociable hours on-call.
- Solved interruptions in machines and equipment through collaborations with internal and external third parties.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Participated in weekly department meetings to provide input on new and technical processes.
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
Enablement Specialist, Implementation consultant
Compleat Software
Doncaster
02.2020 - 10.2021
- Managing a portfolio of direct customers, partners and partner clients to ensure satisfaction and retention
- Working in partnership with sales teams to support customers from inception through to completion of on boarding process
- Working on support platforms such as Salesforce, Zendesk and HubSpot
- Working with technical and development teams to maintain and enhance the software
- Building and maintaining analytical data to track customer retention, usage and satisfaction for both current and new customers
- Supporting customer via help desks and online chats to solve issues and answer queries
- Working technologies such as RDP and VPN connections
- Mirroring technology to support customers
- Maintaining a sound knowledge of all Microsoft based technology
- Delivering online sessions to customers utilising tools such as Zoom, PowerPoint and Microsoft Teams
Junior Support Analyst
Compleat Software
Doncaster, Yorkshire
02.2019 - 02.2020
- Working in a customer facing environment to facilitate the use and efficiency of financial software
- Managing organisational practices to increase customer satisfaction through the elimination of faults
- Performing upgrades to the system to enhance the customer experience and ensure performance of the system
- Working on support platforms such as Salesforce, Zendesk and HubSpot
- Problem solving within software to provide effective and timely solutions to issues
- Individual workload management whilst working in conjunction with a wider team to ensure all issues are dealt with in a timely manner
- Working with databases to gather information and find faults not present on customer facing site
- Communicating with over 30 customers per day to maintain SLAs and provide transparency within their system
- Completing an apprenticeship alongside work responsibilities
- Taking meeting minutes for internal support meetings
Skills
- Languages: JavaScript, Linux, Bash
- Database management software: SQL Script, DBeaver
- Support Tools: Zendesk, Salesforce, HubSpot, Jira
- API management: REST, Postman, Oauth2
- Infrastructure: Linux server management, AWS services
- DevOps & Infrastructure: Docker, Kubernetes, Linux
- Networking: DNS, HTTP/HTTPS, TCP/IP
- CI/CD support: Github, Git workflow management
- Monitoring & Observability: Flybridge, Datadog
- AI & Data handling: LLM, ETL, JSON and YAML proficiency
- Technical Communication: Knowledge base creation, Confluence
- Excellent analytical skills
- Good interpersonal and client-handling skills
- Excellent oral and written communication skills
Timeline
Associate Technical Support Architect
Matillion
01.2025 - Current
Senior Technical Support Engineer
Matillion
06.2022 - 01.2025
Technical Support Engineer
Matillion
10.2021 - 06.2022
Enablement Specialist, Implementation consultant
Compleat Software
02.2020 - 10.2021
Junior Support Analyst
Compleat Software
02.2019 - 02.2020
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