Senior Technical Support Engineer (Remote)

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 with customers via support tickets, email, Mattermost chat, and video conferencing.
• Submit and comment on bug reports and feature requests based on customer interactions
• Create or update reproduction environments for customer issues
• Develop and maintain documentation based on customer interactions
• Collaborate with other Mattermost support teams to ensure consistent, high-quality global support.
• Work with the development team to escalate bugs, resolve issues, and obtain necessary information.
• Be available for occasional weekend on-call coverage
• Share knowledge gained from running Mattermost with customers and users.
• Maintain strong ticket performance and customer satisfaction.
• Assist in onboarding and training new customers to maximize the benefits of the Mattermost platform.
• Stay up to date with new features and updates to maintain a deep understanding of Mattermost products and services.

Qualifications:

• Enterprise-level technical support experience, preferably in open source or a SaaS company.
• Experience collaborating across teams (engineering, sales, product, CSM) to resolve support issues.
• Proficiency in triaging, reproducing, testing, and documenting bugs.
• Excellent written and spoken English communication skills for conveying complex technical topics to customers.
• Familiarity with support and CRM platforms (Zendesk, Salesforce, etc.).
• Experience writing support content such as Knowledge Base articles and documentation.
• Ability to manage the entire issue lifecycle, from customer inquiry to resolution with the development team.
• Competence in performing complex Linux System Administration tasks.
• Experience in technical operations, full stack automation, DevOps, or development.
• Proficiency in two or more of the following technical skills: Go, nginx, React, Relational Databases, Container Solutions, Cloud (Azure, AWS, Google), Mobile development and/or deployment, SAML, SSO.