Senior Technical Support Specialist

2 days ago


New Port Richey, Florida, United States Mattermost Full time
Job Summary

Mattermost is seeking a talented Senior Technical Support Engineer 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.


  • New Port Richey, Florida, United States Agile Defense Full time

    Job Title: Senior Cybersecurity SpecialistAt Agile Defense, we are committed to delivering innovative solutions to support our nation's most important missions. We are seeking a highly skilled Senior Cybersecurity Specialist to join our team.Job Summary:The Senior Cybersecurity Specialist will support a government agency in the achievement of strategic goals...


  • Port Charlotte, Florida, United States Collabera Full time

    Job DescriptionAs a Technical Support Specialist at Collabera, you will play a crucial role in assisting customers throughout the inventory process. Your primary responsibility will be to provide top-notch support to customers, ensuring they have a seamless experience with our equipment and services.Key Responsibilities:Assist customers with setting up and...


  • Port Charlotte, Florida, United States Collabera Full time

    Job SummaryCollabera is seeking a skilled Technical Support Specialist to assist customers during all phases of the inventory process. As a key member of our team, you will provide exceptional customer service, ensuring each order/request is processed promptly and efficiently.Key Responsibilities Assist customers with their questions about how to set up and...


  • New Port Richey, Florida, United States HCL Technologies Full time

    Job DescriptionWe are seeking a highly skilled Senior Technical Lead to join our team at HCL Technologies. As a key member of our organization, you will be responsible for providing technical guidance and solutions to our team members.Key Responsibilities:Define and implement best practices and coding standards for the team.Develop and guide team members in...

  • IT Support Specialist

    3 weeks ago


    New Port Richey, Florida, United States INflow Federal Full time

    About INflow FederalINflow Federal is a dynamic small business at the forefront of innovation, specializing in Network Modernization, Cybersecurity, and Data Modernization in support of Joint Force Mission Operations. Our team is dedicated to empowering federal agencies with powerful, integrated solutions.Job SummaryWe are seeking a highly skilled IT Support...


  • New Port Richey, Florida, United States Perseus Operating Group Full time

    Job Title: Customer Support SpecialistWe are seeking a highly skilled and experienced Customer Support Specialist to join our team at Perseus Operating Group. As a key member of our support team, you will play a critical role in ensuring our clients receive exceptional support and assistance with our software products.Job Summary:The Customer Support...


  • New Port Richey, Florida, United States Perseus Operating Group Full time

    Job Title: Customer Support SpecialistWe are seeking a highly skilled Customer Support Specialist to join our team at Perseus Operating Group. As a key member of our support team, you will play a vital role in ensuring our clients receive exceptional support and assistance with our software products.Job Summary:The Customer Support Specialist will serve as...


  • Port Charlotte, Florida, United States Collabera Full time

    Job SummaryWe are seeking a skilled Technical Support Specialist to join our team at Collabera. As a Technical Support Specialist, you will be responsible for assisting customers during all phases of the inventory process, providing guidance on how to set up and operate our equipment, and coordinating internal operational activities to ensure timely order...


  • New Port Richey, Florida, United States Remitly Full time

    Job Title: Senior Manager of Program Management-Technical, Fraud Prevention About the Role: Remitly is seeking a highly technical senior manager to lead and run our Fraud program. This is a critical role with outsized impact and high visibility across the company. The successful candidate will not only be highly strategic but also practical and able to run...

  • Proposal Writer

    4 days ago


    New Port Richey, Florida, United States Palantir Technologies Full time

    Job Title: Proposal Writer - Technical Content SpecialistPalantir Technologies is seeking a skilled Proposal Writer - Technical Content Specialist to join our team. As a critical driver of our U.S. Government business growth, you will collaborate with business development and technical execution stakeholders to expand our footprint in the non-DoD US...


  • New Port Richey, Florida, United States Resource Informatics Group Full time

    We are seeking a highly skilled SAP S/4HANA Technical Specialist to join our team at Resource Informatics Group in Washington, DC.The ideal candidate will possess a wealth of experience in SAP S/4HANA, demonstrating proficiency in agile methodologies and a strong ability to collaborate across diverse global regions, businesses, and technologies.Key...


  • New Port Richey, Florida, United States Agile Defense Full time

    Job Title: Senior Security EngineerAt Agile Defense, we are committed to delivering innovative solutions to support our nation's most critical missions. As a Senior Security Engineer, you will play a key role in helping us achieve this goal.Job Summary:The Senior Security Engineer will support a government agency in the execution and maturity of its...


  • New Port Richey, Florida, United States Remitly Full time

    Job Description:At Remitly, we're reimagining global financial services to give customers access to more of the services they need, no matter where they call home. Our vision is to transform lives with trusted financial services that transcend borders. We're looking for a highly technical senior manager to lead and run our Fraud program, a critical role with...


  • New Port Richey, Florida, United States PrimCorp Full time

    Job Title: Senior Contract SpecialistPrimCorp is seeking a highly skilled Senior Contract Specialist to support our federal Government Agency. As a key member of our team, you will be responsible for analyzing project requirements from inception to closeout and developing solutions to meet the agency's needs.Key Responsibilities:Analyze project requirements...

  • IT Specialist

    4 weeks ago


    New Port Richey, Florida, United States Bonneville Power Full time

    Job SummaryWe are seeking a highly skilled IT Specialist to join our team at Bonneville Power Administration. As a Senior Field IT Specialist, you will be responsible for providing comprehensive IT assistance and serving as a Field Craft Coordinator.Key ResponsibilitiesLead and coordinate IT-related service, support, and resource policies with internal...


  • New Port Richey, Florida, United States PrimCorp Full time

    Job TitleSenior Contract SpecialistJob SummaryWe are seeking a highly experienced Senior Contract Specialist to support our federal Government Agency. The ideal candidate will have a strong background in contract negotiation, administration, and management.Key ResponsibilitiesAnalyze project requirements from inception to closeout and develop solutions to...


  • New Port Richey, Florida, United States HCL Technologies Full time

    Job DescriptionJob Title: Technical SpecialistJob Summary:We are seeking a highly skilled Technical Specialist to join our team at HCL Technologies. As a Technical Specialist, you will be responsible for designing, implementing, and supporting network infrastructure for large-scale networks. You will work closely with our team to ensure the security and...


  • New Port Richey, Florida, United States Agile Defense Full time

    Job Title: Senior Security EngineerAt Agile Defense, we're committed to delivering innovative solutions that drive national security and critical civilian missions forward. As a Senior Security Engineer, you'll play a critical role in supporting our government agency clients in achieving their strategic goals and objectives related to cybersecurity and...


  • New Port Richey, Florida, United States AITS Full time

    Job Description:At AITS, we're seeking a highly skilled Software System Support Specialist to join our team. As a key member of our organization, you will provide software-agnostic field support for forward-deployed users of operational, advanced analytic intelligence support, and technical and analytical mission planning and execution systems.The successful...


  • New Port Richey, Florida, United States City of Kennewick Full time

    Job SummaryWe are seeking a highly skilled Senior Automated Controls Specialist to join our team at the City of Kennewick. As a key member of our Public Works department, you will be responsible for installing, maintaining, diagnosing, repairing, and replacing automated electronic equipment, providing operator support and education, and performing...