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.
1 applies
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