Senior Technical Support Engineer

Mattermost provides secure, workflow-centric collaboration for technical and operational teams that need to meet nation-state-level security and trust requirements. We serve technology, public sector, national defense, and financial services industries with customers ranging from tech giants to the world’s largest banks, to the U.S. Department of Defense and governmental agencies around the world.

Our self-hosted and cloud offerings provide integrated workflow automation, AI-acceleration, ChatOps with team messaging, audio calling and screen share on an open core platform vetted and deployed by the world’s most secure and mission critical organizations.

We co-build the future of collaboration with over 4,000 open source project contributors who’ve provided over 30,000 code improvements towards our shared product vision, which is translated into 20 languages.

To learn more, visit www.mattermost.com

Mattermost is seeking a talented Senior Technical Support Engineer based in the US, preferably on the East Coast, to support our growing number of US Federal and Government customers. The ideal candidate will be adept at managing support tickets via Zendesk and possess a strong technical background in providing top-tier customer support.

Responsibilities:

• Provide exceptional technical support to US Federal and Government customers.
• Triage customer issues, debug, and find possible workarounds.
• Communicate via support tickets, email, Mattermost chat, and video conferencing with customers
• Submit and comment on bug reports and feature requests based on customer interactions
• Create or update reproduction environments for customer issues
• Create or update documentation based on customer interactions
• Engage with the other Mattermost support teams to provide consistent, high-quality global support
• Engage with the development team to escalate bugs, solve problems, or obtain missing information
• Be available for occasional weekend on-call coverage
• Ensure the knowledge we gain from running Mattermost is shared with customers and users
• Maintain good ticket performance and satisfaction
• Assist in the onboarding and training of new customers, ensuring they maximize the benefits of the Mattermost platform.
• Maintain a deep understanding of Mattermost products and services, staying up-to-date with new features and updates.

Qualifications:

• Engineer must be located in the US due to work with US Government customers, strong preference to East Coast
• Enterprise-level technical support experience, preferably in open source or a SaaS company.
• Experience working across teams to resolve support issues (engineering, sales, product, CSM)
• Ability to triage, reproduce, test, and document bugs
• Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
• Experience with support and CRM platforms (Zendesk, Salesforce, etc.)
• Experience writing support content such as Knowledge Base articles and documentation.
• Experience managing the entire issue lifecycle, from customer to development team to resolution
• Ability to perform complex Linux System Administration tasks
• Experience with technical operations, full stack automation, DevOps or development
• Two or more of the following technical skills: Go, nginx, React, Relational Databases, Container Solutions, Cloud (Azure, AWS, Google), Mobile dev and/or deployment, SAML, SSO

$88,000 - $110,000 a year

Mattermost is an EEO Employer. We are a remote-first, open source company.

We are constantly working towards adding more countries/regions to this list, but first we need to make sure we are compliant with local laws and regulations, which takes time.

Mattermost is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don't discriminate against staff or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!