Senior Technical Support Engineer, Mattermost

$88-110k

React

AWS

GCP

Linux

Salesforce

Azure

Zendesk

Senior level

Remote from US

More information about location

Software development collaboration platform

Job no longer available

Software development collaboration platform

101-200 employees

B2BEnterpriseInternal toolsProductivityCommunicationDevOps

Job no longer available

$88-110k

React

AWS

GCP

Linux

Salesforce

Azure

Zendesk

Senior level

Remote from US

More information about location

101-200 employees

B2BEnterpriseInternal toolsProductivityCommunicationDevOps

Company mission

To make the world safer and more productive by developing and delivering secure, open source collaboration software that is trusted, flexible and offers fast time-to-value.

Job

Company

Role

Who you are

The ideal candidate will be adept at managing support tickets via Zendesk and possess a strong technical background in providing top-tier customer support
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

What the job involves

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
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

Our take

As the shift to virtual working environments and remote working continues, internal collaboration tools have never been in higher demand, Mattermost's key product is well-positioned to meet this surge in demand: it is essentially a collaboration platform which offers secure messaging across web, desktop and native mobile devices.

Mattermost runs as a server install that can be accessed remotely or locked down so that it only runs internally. That’s a major benefit for any company that needs to comply with industry regulations, such as hospitals, law firms and government agencies. This is also what sets Mattermost apart from other collaboration platforms like Slack, Zoom and Microsoft Teams.

The company powers messaging and collaboration for a host of businesses including Samsung, Daimler, SAP and Cigna. With solid foundations and a big prospective customer base, Mattermost is well-set to achieve big things as it continues to launch new features for its expanding client base.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

-24% employee growth in 12 months

Glassdoor (3.6)

Trustpilot (2.9)

Company

Funding (last 2 of 3 rounds)

Jun 2019

$50m

SERIES B

Feb 2019

$20m

SERIES A

Total funding: $70.2m

Company benefits

Fully remote work
Office setup fund
Coworking space stipend
Global and regional team meetups
Growth fund
Unlimited vacation
Family and Friends Days
Async weeks
Open Source Fridays
Community hackathons and events
401(k)

Company HQ

Downtown North, Palo Alto, CA

Additional info

Remote team members must be available between 8am and 1pm California time (GMT-8)

Leadership

Ian Tien

(CEO & Co-founder)

Ian previously founded SpinPunch Inc, an award-winning online video game company, and was VP Product at Flickme, a movie streaming startup.

Corey Hulen

(CTO & Co-founder)

He was previously CTO & co-founder at Temple AI and Pricini.com. He also has experience in Software Development at Microsoft and VerticalNet.

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