At Mattermost, we build the #1 collaborative workflow solution for defense, intelligence, security, and critical infrastructure organizations. Trusted by governments, financial institutions, and technology companies, our platform enables secure, efficient operations for the world’s most critical teams. We’re dedicated to empowering organizations to operate with confidence, reducing risks, and accelerating productivity. Guided by our core values of Customer Obsession, Earn Trust, Self Awareness, Ownership and High Impact, we collaborate closely with our customers to deliver solutions that meet complex needs and drive success. 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.
