Technical Account Manager (Remote)

At Mattermost, we build the #1 collaborative workflow solution for defense, intelligence, security, and critical infrastructure organizations. Trusted by governments, financial institutions, and technology companies, our platform enables secure, efficient operations for the world’s most critical teams.

We’re dedicated to empowering organizations to operate with confidence, reducing risks, and accelerating productivity. Guided by our core values of Customer Obsession, Earn Trust, Self Awareness, Ownership and High Impact, we collaborate closely with our customers to deliver solutions that meet complex needs and drive success.

To learn more, visit www.mattermost.com

In this role, you will serve as the primary technical lead to guide key customers through implementation, integration, and expansion of their use of Mattermost as the central communication platform for their DevOps and technical teams. A key part of your job will be to identify and architect the key points of integration for the Mattermost platform within the customer's environment and work with the customer to implement these integrations utilizing customer, or partner-led development expertise. Delivering our predefined Onboarding Journey process, and helping to evolve this process through continuous improvement will be key.

This is a highly technical role for people who also enjoy interacting with and enabling customers to unblock the power of Mattermost’s product. You have a growth mindset and you constantly seek to understand blindspots and challenges - whether it’s a customer’s unique need or interacting with new technologies. You feel comfortable tackling issues, enjoy digging into technical details with customers, and are energized by solving challenges across a diverse range of technologies from databases to Docker, and cross-platform mobile development to RESTful web services. This role is U.S. based.

Responsibilities:

• Lead the delivery of a purposeful Onboarding Journey process from initial internal sales hand-off, through technical discovery, system configuration, testing, and end-user roll-out.
• Make architectural recommendations for the Mattermost software deployment and other adjacent technologies (e.g. MySQL/PostgreSQL, mobile, SSO, ElasticSearch, to ensure high availability, redundancy and scalability).
• Deliver best practices and consulting based on experiences with other successful Mattermost customer deployments.
• Work with our Product Management, Engineering and Support teams to resolve issues that occur during the Onboarding Journey.
• Capture detailed documentation of customer design and deployment decisions, and onboarding challenges, for sharing with the broader customer and Mattermost teams.
• Identify key integration opportunities to develop Mattermost as the central collaboration platform within DevOps and technical teams.
• Present detailed technical information and benefits of the Mattermost platform to a wide array of customers, including: line of business managers, developers, technical architects, and executives.
• Serve as the technical lead for all things related to the Mattermost deployment.

Requirements:

• 5+ years Technical Account Management, Customer Support, hands-on Solution Engineering or equivalent experience - developers interested in working directly with customers are highly encouraged to apply.
• Ability to read and understand code in one or more modern programming languages and SQL is essential.
• Proficiency in Linux is required, with the ability to navigate and troubleshoot Linux-based services. This includes: network troubleshooting, log analysis, and service management.
• Practical experience with containerization technologies such as Docker and Kubernetes is required.
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.
• Experience using Git/Github and Bash.
• Outstanding written and verbal communications skills, with the ability to go deep with technical customer resources or to describe the value proposition of Mattermost to IT executives.
• Excellent presentation skills for communicating advanced technical concepts.
• Experience leading and crafting technical solutions, engaging with, and motivating change across multiple levels of IT executives and organizations.
• Experience with AWS or Azure is a plus.
• Past success in critical infrastructure industries including defense, cybersecurity, communications, manufacturing, or other vital functions.
• Ability to travel up to 15%.

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

We are continually working to expand our hiring in more countries and regions, ensuring compliance with local laws and regulations, which takes time.

Mattermost values your unique perspective—we welcome all applicants. We encourage individuals from all backgrounds to apply and are committed to assessing candidates based on their skills and qualifications. We do not tolerate discrimination against staff or applicants based on race, religion, national origin, age, disability, pregnancy status, veteran status, or other personal characteristics.

If you require accommodations during the interview process, please let us know—we’re happy to assist.