Senior Technical Account Manager

Summary

Join Mattermost as a primary technical lead, guiding key customers through the implementation and integration of our collaboration platform. You will architect key integration points, implement integrations using customer or partner resources, and deliver our onboarding process. This highly technical role requires strong customer interaction skills and the ability to solve challenges across diverse technologies. You will work with various teams to resolve issues, document customer decisions, and identify integration opportunities. The role involves presenting technical information to customers and serving as the technical lead for Mattermost deployments. This U.S.-based position offers a competitive salary and benefits package.

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

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

Preferred Qualifications

• 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%

Benefits

• $113,000 - $150,000 a year
• 401(k) eligibility
• Various paid time off benefits, such as vacation, sick time, and parental leave
• Sign-on bonus
• Stock options
• Discretionary awards
• Full range of medical, financial, and/or other benefits
• Stock options
• Medical, dental, vision, and basic life insurance
• 401(k) plan
• Unlimited vacation