echojobs.io
Login

Mattermost

Senior Technical Support Engineer (Remote)

Remote Washington, D.C.
Go React Azure AWS
Search for More Jobs Talk to a recruiter now 💪
Description
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

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.
Mattermost is an EEO Employer. We are a remote-first, open source company.

We are constantly working towards adding more countries/regions to this list, but first we need to make sure we are compliant with local laws and regulations, which takes time. 

Mattermost is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don't discriminate against staff or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
Mattermost
Mattermost
File Sharing Information Services Information Technology Messaging SaaS Software

0 applies

24 views

Other Jobs from Mattermost

Product Security Engineer

Remote Atlanta, GA

Product Security Engineer

Remote Alexandria, VA

Similar Jobs

Senior System Engineer, Power Engineering

Los Angeles, CA Hawthorne, CA

Back End Engineer

Bengaluru, India

There are more than 50,000 engineering jobs:

Subscribe to membership and unlock all jobs

Engineering Jobs

60,000+ jobs from 4,500+ well-funded companies

Updated Daily

New jobs are added every day as companies post them

Refined Search

Use filters like skill, location, etc to narrow results

Become a member

🥳🥳🥳 389 happy customers and counting...

Overall, over 80% of customers chose to renew their subscriptions after the initial sign-up.

To try it out

For active job seekers

For those who are passive looking

Cancel anytime

Frequently Asked Questions

  • We prioritize job seekers as our customers, unlike bigger job sites, by charging a small fee to provide them with curated access to the best companies and up-to-date jobs. This focus allows us to deliver a more personalized and effective job search experience.
  • Salaries for the engineering jobs on our site range from $100K-$200K. On average, senior engineer positions on our EchoJobs are about $160K.
  • The EchoJobs positions have been sourced and vetted from the top companies to work for in the US as a software engineer, including LinkedIn and other reputable job sites. We also have syndicated jobs from companies that have just raised funding, as well as those that have great unique products and culture. From all of these sources, our founder, Morgan, has also resourced the company's authenticity in terms of their website, public appearance, and more.
  • Yes, our users asked us for just this, so now our search filters allow you to search for your top jobs via location, as well as by onsite, remote, or both. Approximately 30% of our jobs are remote, so you’ve got the best options for you!
  • We have not yet implemented this option, but are considering doing so in the future. For the moment, you would need to cancel your subscription, and resubscribe when you wanted to come back.
  • We add new jobs to EchoJobs every day! We scan our sources for the newest jobs, verify them, and post them to EchoJobs within minutes. We add about 2,000-3,000 new jobs for you each day!
  • From starting your job search to getting hired, the entire job search process can take us software engineers anywhere between 3-6 months. However, at EchoJobs, we’re striving to shorten this duration by finding the best, newest jobs for you, so you can do less job searching, and more applying.
  • We’d recommend checking EchoJobs daily, as we add new jobs to the site each day. Additionally, if you got a chance to read our previous email on “what makes EchoJobs different from any other job search tools,” we also recommended that you set a job alert based on your job filters, so if you get emails on those new jobs, you could be checking more than once per day.
  • If you decide to continue with us after the 1-month trial, we definitely recommend this, as we all know it usually takes 3-6 months to find a quality job as a software engineer these days. So to best support you, we just adjusted our membership options at EchoJobs to monthly, 3 months, or 12 months (this option is more for passive job seekers looking a little bit for the future if they want to come back to work or make a job switch potentially. This lets you see what’s out there in case an even better fit job becomes available.)
  • EchoJobs is truly the only job site of its kind. We want to be THE spot for you to find the best job for you, and haven’t encountered any other company doing this. Other job sites are in niches besides software engineering or focus on a small portion of engineering jobs (like a specific coding language). In the words of Morgan, our founder, “I think what makes EchoJobs different is the amount of jobs, frequency that we add new jobs (we add 2,000-3,000 new jobs daily!), and the powerful search engines to find exactly the job you want more easily and efficiently. We can provide you with the most jobs that are vetted by us, we’ll continually find more new jobs for you, and we make it easier for you to apply and get hired.

What Fellow Engineers Say