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Lead Technical Support Specialist

2 months ago

Atlanta, United States Mattermost Full time
Position Overview

Mattermost is at the forefront of secure, workflow-oriented collaboration solutions for technical and operational teams that demand top-tier security and trust. Our clientele spans various sectors, including technology, public service, national defense, and financial institutions, serving organizations from major tech firms to the largest banks and governmental agencies globally.

Our offerings, both self-hosted and cloud-based, integrate workflow automation, AI enhancements, and ChatOps, providing team messaging, audio communication, and screen sharing on a robust open-core platform trusted by the most secure and mission-critical organizations worldwide.

We collaborate with over 4,000 contributors from the open-source community, who have collectively made over 30,000 enhancements to our shared product vision, available in 20 languages.

Mattermost is currently seeking a skilled Lead Technical Support Specialist to join our team, ideally located in the US, with a preference for candidates on the East Coast. This role focuses on supporting our expanding base of US Federal and Government clients. The successful candidate will excel in managing support inquiries through our ticketing system and will have a solid technical foundation to deliver exceptional customer support.

Key Responsibilities:

  • Deliver outstanding technical assistance to US Federal and Government clients.
  • Assess customer issues, troubleshoot, and identify potential solutions.
  • Engage with clients through support tickets, email, Mattermost chat, and video calls.
  • Document and provide feedback on bug reports and feature suggestions based on client interactions.
  • Create or modify testing environments for client-related issues.
  • Develop and update documentation reflecting customer interactions.
  • Work collaboratively with other Mattermost support teams to ensure consistent, high-quality global assistance.
  • Coordinate with the development team to escalate bugs, resolve issues, and gather necessary information.
  • Be available for occasional weekend on-call support.
  • Share insights gained from customer interactions with the Mattermost platform.
  • Maintain high performance in ticket resolution and customer satisfaction.
  • Assist in onboarding and training new clients to maximize their use of the Mattermost platform.
  • Stay informed about new features and updates to maintain a comprehensive understanding of Mattermost products and services.
Required Qualifications:
  • Experience in enterprise-level technical support, preferably within an open-source or SaaS environment.
  • Ability to collaborate across teams (engineering, sales, product, customer success) to resolve support challenges.
  • Proficient in troubleshooting, reproducing, testing, and documenting software bugs.
  • Strong written and verbal communication skills in English for explaining complex technical concepts to clients.
  • Familiarity with support and CRM tools (e.g., Zendesk, Salesforce).
  • Experience in creating support documentation and Knowledge Base articles.
  • Capable of managing the complete issue lifecycle, from customer inquiry to resolution with the development team.
  • Competent in executing advanced Linux System Administration tasks.
  • Background in technical operations, full-stack automation, DevOps, or software development.
  • Expertise in two or more of the following technical areas: Go, nginx, React, relational databases, container solutions, cloud services (Azure, AWS, Google), mobile development and deployment, SAML, SSO.

Compensation: $88,000 - $110,000 annually

Mattermost is an equal opportunity employer. We embrace a remote-first culture and are committed to fostering diversity within our team.