Matt Jones
Energetic Builder | Ex-MuleSoft (Salesforce), Atlassian, Oracle | GTM Architecture & Automation
Aircall
ex-MuleSoftI build automation systems and solve technical problems at the intersection of customer and revenue Customer-facing technical specialist with nearly two decades at enterprise software vendors.
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Spent the first decade as a senior escalation point for enterprise customers at Sun Microsystems, TIBCO, Atlassian and MuleSoft: the engineer brought onto the call when production was down, responsible for solving the problem and for making sure its urgency was understood on both sides. The years since have gone into making the case for the systems customer-facing organisations run on, winning the stakeholder backing to build them, then delivering: SaaS platform migrations and consolidations, and production Java services running against LLM APIs before that was common practice. Looking to return to direct customer work - able to build the fix rather than route it, and knowing both what enterprise customers need in the room and what it takes to deliver Right now I'm particularly interested in how AI and automation can transform go-to-market operations, customer support and integrations spaces. I've seen first-hand what's possible when you combine deep technical knowledge with understanding of commercial workflows and I'm energised by building solutions that actually Outside of work: Gym, DIY, football coaching, exploring the UK with my family, and chatting with any dog that will tolerate me. Based in Surrey, UK.
GTM Index
- AIRCALLJOB
- GTM Systems Mgr1Y 2M
GTM Systems Manager
Aircall
As a GTM Systems Manager at Aircall, I lead a team of specialists dedicated to optimizing our Go-to-Market technology stack, including platforms like Salesforce, Marketo, and Chili Piper. I collaborate cross-functionally with Sales, Marketing, and Operations leaders to drive scalable, data-driven solutions that enhance the customer journey and accelerate revenue growth. Passionate about operational excellence and innovation, I focus on mentoring my team, improving processes, and ensuring data integrity to support strategic business objectives.
- Senior Mgr, Support Operat…3Y
Senior Manager, Support Operations and Strategy
Aircall
As a Senior Manager of Support Operations and Strategy at Aircall, I play a pivotal role in driving operational excellence and shaping the strategic direction of the support organization. With a strong focus on customer success and continuous improvement, I leverage my expertise to optimize support processes, enhance team performance, and deliver exceptional customer experiences.
- SALESFORCEJOB
- MuleSoft Support Operation…3Y 7M
MuleSoft Support Operations Lead
Salesforce
As the MuleSoft Support Operations Lead at Salesforce, I oversaw customer-facing systems and support processes, project-managing initiatives for improved customer experience. I managed resourcing, provided operational assistance, and supported the organizational redesign of MuleSoft support. I implemented Knowledge Management initiatives, acted as the technical owner for Salesforce systems, and coached support leaders and the broader team on on KCS practices. Additionally, I supported Customer Success teams, developed Salesforce solutions, maintained MuleSoft integrations, and managed external vendor partnerships for system enhancements.
- MULESOFTJOB
- Senior Integration Support…1Y 8M
Senior Integration Support Engineer / Customer Architect
MuleSoft
My experience at MuleSoft, prior to its acquisition by Salesforce and before its IPO, was characterized by a dynamic and scrappy startup culture that fostered an all-in effort for success. In this role I experienced a fast paced environment, with an amazing amount of learning and experiences. - Development and optimization of new support processes, leveraging my extensive experience and insights to enhance efficiency and customer satisfaction. - Support Account Management for a high-profile customers - Demonstrated expertise by becoming a Subject Matter Expert in multiple technologies. - Promoted and drove the adoption of Knowledge Management practices within the support team. - Led traini…
- ATLASSIANJOB
- Senior Support Eng1Y 9M
Senior Support Engineer
Atlassian
Atlassian, a leading software company, marked a pivotal stage of high growth and preparation for IPO during my tenure as a Senior Support Engineer. Atlassian executed at pace and invested in super-scalable customer support during my time at this incredible company. - Supported and provided expert assistance for Jira, Jira Agile, and Jira Service Desk. - Collaborated closely with Engineering teams to troubleshoot and resolve complex tier 3 issues, including replication of intricate customer environments and code-level troubleshooting. - Developed subject matter expertise in the supported products, effectively becoming a go-to resource for technical knowledge. - Regularly provided feedback t…
- TIBCO SOFTWAREJOB
- Senior Technical Support Eng3Y 10M
Senior Technical Support Engineer
TIBCO Software
TIBCO Software Inc. is a prominent technology company specializing in integration, analytics, and event processing software. As a Senior Technical Support Engineer at TIBCO, I had the opportunity to contribute to the success of their brand-new product, ActiveMatrix BPM. ActiveMatrix BPM is a robust business process management platform designed to streamline and automate critical business processes within organizations. - Mentored new Support Staff, ensuring the delivery of high-quality technical support. Implemented effective methods of knowledge sharing within the team, enhancing collaboration and problem-solving capabilities. - Expanded expertise in ActiveMatrix BPM, Java, and Database…
- ORACLEJOB
- Java CAPS Support Eng1Y
Java CAPS Support Engineer
Oracle
Continued working for Oracle, specializing in Master Data Management (MDM) within Java CAPS, deepening technical expertise. - Developed extensive knowledge of databases and ETL technologies, enabling effective handling of data integration challenges for clients. - Engaged in code review and analysis of Mural MDM's Open Source code, identifying opportunities for enhancements and bug fixes to improve functionality and stability. - Proposed code changes, implemented improvements, and resolved issues, enhancing overall customer experience and product performance. - Demonstrated leadership by mentoring peers, fostering a collaborative environment that accelerated team growth. - Authored inf…
- SUN MICROSYSTEMSJOB
- Java CAPS Support Eng2Y 7M
Java CAPS Support Engineer
Sun Microsystems
Sun Microsystems, a renowned technology company, and Java CAPS, a Service-Oriented Architecture (SOA) product, have played a significant role in the technology landscape. As a Technical Support Engineer at Sun Microsystems, I had the privilege of supporting Java CAPS implementations and assisting customers in harnessing the full potential of this powerful platform. Durning this time, seasoned experienced experts mentored me and provided ample opptunities to learn a vast number of industry technologies, troubleshooting techniques and approaches to providing high quality customer support. - Worked at Sun Microsystems while completing my Double Degree in Business (Human Resources) and Informa…
- Job: Aircall — GTM Systems Manager · 2025-01 – 2026-03 · 1y 2mo — As a GTM Systems Manager at Aircall, I lead a team of specialists dedicated to optimizing our Go-to-Market technology stack, including platforms like Salesforce, Marketo, and Chili Piper. I collaborate cross-functionally with Sales, Marketing, and Operations leaders to drive scalable, data-driven solutions that enhance the customer journey and accelerate revenue growth. Passionate about operational excellence and innovation, I focus on mentoring my team, improving processes, and ensuring data integrity to support strategic business objectives.
- Job: Aircall — Senior Manager, Support Operations and Strategy · 2022-01 – 2025-01 · 3y — As a Senior Manager of Support Operations and Strategy at Aircall, I play a pivotal role in driving operational excellence and shaping the strategic direction of the support organization. With a strong focus on customer success and continuous improvement, I leverage my expertise to optimize support processes, enhance team performance, and deliver exceptional customer experiences.
- Job: Salesforce — MuleSoft Support Operations Lead · 2018-06 – 2022-01 · 3y 7mo — As the MuleSoft Support Operations Lead at Salesforce, I oversaw customer-facing systems and support processes, project-managing initiatives for improved customer experience. I managed resourcing, provided operational assistance, and supported the organizational redesign of MuleSoft support. I implemented Knowledge Management initiatives, acted as the technical owner for Salesforce systems, and coached support leaders and the broader team on on KCS practices. Additionally, I supported Customer Success teams, developed Salesforce solutions, maintained MuleSoft integrations, and managed external vendor partnerships for system enhancements.
- Job: MuleSoft — Senior Integration Support Engineer / Customer Architect · 2016-10 – 2018-06 · 1y 8mo — My experience at MuleSoft, prior to its acquisition by Salesforce and before its IPO, was characterized by a dynamic and scrappy startup culture that fostered an all-in effort for success. In this role I experienced a fast paced environment, with an amazing amount of learning and experiences. - Development and optimization of new support processes, leveraging my extensive experience and insights to enhance efficiency and customer satisfaction. - Support Account Management for a high-profile customers - Demonstrated expertise by becoming a Subject Matter Expert in multiple technologies. - Promoted and drove the adoption of Knowledge Management practices within the support team. - Led traini…
- Job: Atlassian — Senior Support Engineer · 2015-01 – 2016-10 · 1y 9mo — Atlassian, a leading software company, marked a pivotal stage of high growth and preparation for IPO during my tenure as a Senior Support Engineer. Atlassian executed at pace and invested in super-scalable customer support during my time at this incredible company. - Supported and provided expert assistance for Jira, Jira Agile, and Jira Service Desk. - Collaborated closely with Engineering teams to troubleshoot and resolve complex tier 3 issues, including replication of intricate customer environments and code-level troubleshooting. - Developed subject matter expertise in the supported products, effectively becoming a go-to resource for technical knowledge. - Regularly provided feedback t…
- Job: TIBCO Software — Senior Technical Support Engineer · 2011-03 – 2015-01 · 3y 10mo — TIBCO Software Inc. is a prominent technology company specializing in integration, analytics, and event processing software. As a Senior Technical Support Engineer at TIBCO, I had the opportunity to contribute to the success of their brand-new product, ActiveMatrix BPM. ActiveMatrix BPM is a robust business process management platform designed to streamline and automate critical business processes within organizations. - Mentored new Support Staff, ensuring the delivery of high-quality technical support. Implemented effective methods of knowledge sharing within the team, enhancing collaboration and problem-solving capabilities. - Expanded expertise in ActiveMatrix BPM, Java, and Database…
- Job: Oracle — Java CAPS Support Engineer · 2010-03 – 2011-03 · 1y — Continued working for Oracle, specializing in Master Data Management (MDM) within Java CAPS, deepening technical expertise. - Developed extensive knowledge of databases and ETL technologies, enabling effective handling of data integration challenges for clients. - Engaged in code review and analysis of Mural MDM's Open Source code, identifying opportunities for enhancements and bug fixes to improve functionality and stability. - Proposed code changes, implemented improvements, and resolved issues, enhancing overall customer experience and product performance. - Demonstrated leadership by mentoring peers, fostering a collaborative environment that accelerated team growth. - Authored inf…
- Job: Sun Microsystems — Java CAPS Support Engineer · 2007-07 – 2010-02 · 2y 7mo — Sun Microsystems, a renowned technology company, and Java CAPS, a Service-Oriented Architecture (SOA) product, have played a significant role in the technology landscape. As a Technical Support Engineer at Sun Microsystems, I had the privilege of supporting Java CAPS implementations and assisting customers in harnessing the full potential of this powerful platform. Durning this time, seasoned experienced experts mentored me and provided ample opptunities to learn a vast number of industry technologies, troubleshooting techniques and approaches to providing high quality customer support. - Worked at Sun Microsystems while completing my Double Degree in Business (Human Resources) and Informa…
- School: University of Sydney — Postgraduate Certificate of Information Technology, Information Technology (Software Engineering)
- School: Australian Catholic University — Bachelor of Business - Bachelor of Information Systems, Information Systems, Human Resource Management
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