Senior Technical Account Manager (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

In this role, you will serve as the primary technical lead to guide key customers through implementation, integration, and expansion of their use of Mattermost as the central communication platform for their DevOps and technical teams. A key part of your job will be to identify and architect the key points of integration for the Mattermost platform within the customer's environment and work with the customer to implement these integrations utilizing customer, or partner-led development expertise. Delivering our predefined Onboarding Journey process, and helping to evolve this process through continuous improvement will be key.

This is a highly technical role for people who also enjoy interacting with and enabling customers to unblock the power of Mattermost’s product. You have a growth mindset and you constantly seek to understand blindspots and challenges - whether it’s a customer’s unique need or interacting with new technologies. You feel comfortable tackling issues, enjoy digging into technical details with customers, and are energized by solving challenges across a diverse range of technologies from databases to Docker, and cross-platform mobile development to RESTful web services. This role is U.S. based.

Responsibilities:

• Lead the delivery of a purposeful Onboarding Journey process from initial internal sales hand-off, through technical discovery, system configuration, testing, and end-user roll-out.
• Make architectural recommendations for the Mattermost software deployment and other adjacent technologies (e.g. MySQL/PostgreSQL, mobile, SSO, ElasticSearch, to ensure high availability, redundancy and scalability).
• Deliver best practices and consulting based on experiences with other successful Mattermost customer deployments.
• Work with our Product Management, Engineering and Support teams to resolve issues that occur during the Onboarding Journey.
• Capture detailed documentation of customer design and deployment decisions, and onboarding challenges, for sharing with the broader customer and Mattermost teams.
• Identify key integration opportunities to develop Mattermost as the central collaboration platform within DevOps and technical teams.
• Present detailed technical information and benefits of the Mattermost platform to a wide array of customers, including: line of business managers, developers, technical architects, and executives.
• Serve as the technical lead for all things related to the Mattermost deployment.

Requirements:

• 5+ years Technical Account Management, Customer Support, hands-on Solution Engineering or equivalent experience - developers interested in working directly with customers are highly encouraged to apply.
• Ability to read and understand code in one or more modern programming languages and SQL is essential.
• Proficiency in Linux is required, with the ability to navigate and troubleshoot Linux-based services. This includes: network troubleshooting, log analysis, and service management.
• Practical experience with containerization technologies such as Docker and Kubernetes is required.
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.
• Experience using Git/Github and Bash.
• Outstanding written and verbal communications skills, with the ability to go deep with technical customer resources or to describe the value proposition of Mattermost to IT executives.
• Excellent presentation skills for communicating advanced technical concepts.
• Experience leading and crafting technical solutions, engaging with, and motivating change across multiple levels of IT executives and organizations.
• Experience with AWS or Azure is a plus.
• Past success in critical infrastructure industries including defense, cybersecurity, communications, manufacturing, or other vital functions.
• Ability to travel up to 15%.