Remote Senior Technical Support Engineer

Summary

Join Mattermost as a Senior Technical Support Engineer based in the US, preferably on the East Coast, to support our growing number of US Federal and Government customers.

Requirements

• 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

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