Matt Linebarger

Director, Professional Services

• Lead a global organization of 51 professionals across Customer Success Engineering, Professional Services, Technical Account Management, Program Management, and APAC Professional Services, with 8 direct reports and dotted-line oversight of EMEA PS.
• Reorganized functions to streamline roles and simplify service offerings, redefining CSE and TAM to increase adoption and sales of Technical Account Management services.
• Spearheaded development of new service frameworks, including a consolidated TAM SKU, a ground-up CSE usage policy, and a reimagined TAM Statement of Work (SOW), enabling clearer customer value and simplified sales motions.
• Automated the Gold Services SOW process and established a Professional Services Center of Excellence to drive consistency, efficiency, and scalable delivery practices across the organization.
• Partnered on major enterprise service deals and strategic accounts, ensuring PagerDuty’s “crown jewel” customers receive tailored technical engagement and measurable outcomes.
• Empowered team managers by establishing clear ownership and accountability and driving focus on defined areas of expertise.

Sr. Manager, Customer Success Engineering

• Built the customer success organization from the ground up as the team centralized.
• Led a globally distributed team of customer success engineers.
• Automated CSE processes using Workflow Automation, saving over 125 hours of manual work.
• Cross-trained the CSE team to become the first technical field team to support both PagerDuty Incident Management and Automation products.
• Achieved an overall score of 93% (18% higher than company average) and a management score of 100% (10% higher than company average) in the FY24 Annual Engagement Survey.
• Streamlined feature request workflows, providing workarounds for 60% of customer-submitted ideas, improving efficiency for CSMs and Product teams.

Sr. Customer Success Engineer

• Led discovery sessions with customers to assess and analyze inefficiencies in existing tooling, processes, and operations within and outside of PagerDuty.
• Consulted on the design of custom integrations using product, APIs, and best practice knowledge.
• Answered and triaged technical questions as the primary technical point of contact for customers.
• Collaborated with Customer Success Managers as the primary technical contact, supporting large-scale onboardings and general customer lifecycle initiatives.

Assistant Vice President, SRE & Cloud Engineering

• Led cloud transformation for the bank, implementing governance and security policies through an automated self-service approach.
• Introduced Infrastructure as Code using Ansible and Terraform.
• Identified and implemented cost-saving opportunities in the cloud, reducing monthly spend by 40%.
• Rolled out Site Reliability Engineering practices across multiple technologies and business teams.
• Delivered application monitoring across numerous tier 1 services, increasing reliability and visibility.

Sr. Manager, SRE & Cloud Engineering

• Implemented the organization’s first Site Reliability Engineering team.
• Led cloud architecture and served as design authority for cloud migration from multiple datacenters to Microsoft Azure and AWS.
• Managed a team of developers to create Infrastructure as Code, automating all infrastructure activities using ServiceNow, Ansible, PowerShell, and Python.
• Rolled out New Relic as the enterprise monitoring solution to provide deeper insight into the organization’s critical applications.

Sr. Manager, Cloud Engineering & Infrastructure Apps

• Managed and led both onshore and offshore Cloud Engineering & Infrastructure Apps teams.
• Oversaw automation and DevOps strategies through the implementation and operation of monitoring (New Relic/CloudWatch), configuration management (Chef/AWS), and version control systems (GitLab/GitHub).
• Led the DevOps and public cloud transformation of one of Vistra’s retail websites, resulting in a 75% decrease in infrastructure OpEx costs and a 200% reduction in release time.
• Reduced $3.2 million in OpEx spend by leveraging a CapEx greenfield upgrade of ServiceNow.

Sr. Architect, DevOps/Automation/Infrastructure Apps

• Developed real-time dashboards and web applications for desktop and mobile, used by executives and business units for performance monitoring and reporting.
• Built a custom application solution to automate the validation and uptime of core DevOps applications.
• Automated senior IT leadership reports and analytics through a custom-developed web portal.
• Served as lead administrator and architect of New Relic, monitoring the internal performance of critical applications across multiple business units.
• Significantly improved infrastructure monitoring quality by tuning alerts and reducing false positives.

Colorado Technical University

• Concentration in Information Technology
• Graduated Summa Cum Laude

• Customer Success Strategy
• Customer Advocacy
• Stakeholder Communication
• Customer Journey Mapping
• Mentorship & Coaching

• Site Reliability Engineering (SRE)
• Incident Management – Tools: PagerDuty, ServiceNow
• Workflow Automation – Tools: Terraform, Ansible, Zapier
• Cloud Platforms – AWS, Azure, GCP
• Infrastructure as Code (IaC) – Terraform, Ansible
• Monitoring & Observability – New Relic, Datadog, Prometheus

• Python – API integration, automation, data analysis
• JavaScript – Web solutions and dashboards
• SQL – Data extraction and analysis
• Bash/Shell Scripting – DevOps and infrastructure tasks

• Customer Data Analysis
• KPI Development & Tracking
• Root Cause Analysis