Technical support and escalations
Investigating customer issues through logs, traces and browser tools, and working between customers and engineering to reproduce and fix them.
Matthew Hendricks — Product Support & Implementation Engineer
I help customers succeed with complex technical products: support, implementation, and customer engineering.
I spent six years at NinjaTrader leading product and technical support for a platform with about 40,000 users, then ran technical services at Ookla and worked as a customer engineer at Privacy Dynamics. For about the last three years I've been primarily a stay-at-home dad, consulting and building alongside caregiving. I'm now looking for a full-time support or implementation role.
What I do
Customer implementation
Setup, integration and migration work with customers, from early-stage startups to enterprise accounts.
Documentation and tooling
Turning recurring cases into documentation, templates and small tools that make the next case easier.
Background projects
All projects →
Matchstick Replay
MaintainedA market-data replay tool — capture a live L2 crypto order-book feed, then scrub, seek, and replay it deterministically, reconstructing the same market state at the same timestamp every time.
Visit →Stela
ActiveRAG preprocessing library — chunks UTF-8 text and verifies every chunk's byte range and SHA-256 hash against the source. Benchmarked against LangChain (byte-offset drift on non-ASCII text) and on 15 CUAD contracts (100% stale-chunk detection vs. 0% baseline).
Visit →
Easy Walk
ActiveA free, ad-free PWA that times Japanese interval walking — voice cues, chimes, and a streak-tracking progress screen.
Read more →FieldTest
MaintainedSchema validation toolkit for content-rich systems and documentation pipelines.
Visit →Quarrel
MaintainedDependency-free TF-IDF similarity toolkit. Works in Node, browsers, and Obsidian.
Visit →Experience
NinjaTrader (2010–2017): from technical support to support lead and product manager, leading a team of 15. Ookla (2017–2018): technical services manager for about 1,500 accounts; response time fell about 50%. Microsoft (2020, contract technical writer) and Premera Blue Cross (2019, business analyst). Privacy Dynamics (2021–2022): customer engineer at an early-stage startup. Since 2022 I've been primarily a stay-at-home dad, with independent consulting and building alongside caregiving. The projects below grew out of that support background.
Read the full CV →Writing
Occasional essays on product development, software design and independent work live on my blog.
Read the blog