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 and implementation engineer. Former NinjaTrader PM. Building Matchstick Replay.
I help customers succeed with complex technical products through support, implementation and customer engineering. I spent nearly seven years at NinjaTrader (May 2010 to Jan 2017) 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 open to full-time support and implementation roles, and to project-based work in the meantime.
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
Invite-only previewA browser tool for stepping through recorded order-book data event by event, 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 (May 2010 to Jan 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 above 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