Matt Hartley

As the Linux Support Lead at Framework, I spearhead Linux support efforts across all relevant social surfaces where Framework maintains a presence, ensuring our global Linux customer community receives exceptional support and an outstanding user experience. I help build comprehensive online documentation covering popular Linux distributions, provide direct technical support, and collaborate closely with internal Framework teams to enhance hardware compatibility and customer satisfaction worldwide.


📌 Key Responsibilities:

● Lead the Linux support initiative, architecting and scaling Framework's Linux support infrastructure for global expansion.

● Lead a highly skilled team of Linux Support Specialists, coordinating support operations, ensuring timely resolution of user-reported issues.

● Engage actively with Framework's vibrant Linux community across various social platforms, delivering regular development updates and expert-level technical support.

● Develop detailed guides, knowledge base articles, and troubleshooting resources addressing Linux distribution setup, hardware compatibility, and common issues.

● Manage escalated Tier 3 technical support tickets, ensuring timely resolution of complex Linux challenges.

● Identify, document, and escalate Linux-related hardware issues to internal engineering teams, liaising effectively with external resources for swift resolutions.

📌 Key Achievements:

● Developed and published "Linux on Framework Laptops Tools and Scripts," providing extensive resources and scripting tools for optimization, troubleshooting, and enhancing Framework Linux devices.

● Built up strong relationships with various Linux distribution partners.

● Built from zero and maintain the company's Bluesky and Mastodon accounts, engaging with customers.

Handpicked to strategically align technology support initiatives with overarching business objectives, skillfully balancing organizational considerations, emerging technology, business priorities, and operational efficiencies. Specialized exclusively in Linux, expertly diagnosing and differentiating between software and hardware-related customer issues. Delivered prompt, expert-level support across all client applications, meticulously managing support tickets to consistently meet and exceed response timelines, thus preventing delays.

Actively engaged with internal support teams via Slack and Discord, fostering collaborative problem-solving and streamlined communications. Provided exceptional email support through Zendesk, consistently surpassing a 90% first-contact resolution rate across diverse client interactions.

Successfully designed and presented engaging, accessible content on Linux audio solutions for non-technical workplace audiences, significantly enhancing audience understanding and engagement. Innovatively developed user-friendly automation scripts to simplify complex file-sharing processes on Linux, dramatically improving customer satisfaction and productivity.

Consistently maintained operational excellence, continuously surpassing established performance benchmarks through dedicated support, proactive training initiatives, and a steadfast commitment to efficiency and customer satisfaction.

Established and cultivated exceptional client relationships at OpenShot by delivering personalized "white-glove" technical support, serving as the primary liaison between the community and development teams. Advocated tirelessly for community interests, effectively communicating user feedback and support needs directly to developers.

Proactively managed support requests via email, expertly resolving issues and providing clear, actionable responses. Created informative how-to videos and engaging posts on social platforms such as Reddit, Facebook, and Twitter, amplifying community engagement and awareness.

Successfully revamped and organized OpenShot's Reddit community, implementing efficient tagging systems to streamline bug reporting and facilitate user interactions. Maintained an impressive 95% customer satisfaction rating, driven by unwavering dedication to outstanding customer service.

Acted as a critical escalation point, continually adapting workflow processes to effectively meet evolving community demands and ensuring consistently high service standards.