Technical Account Manager

Mattermost is seeking a Technical Account Manager (TAM) that will be the primary technical lead and trusted advisor for a portfolio of strategic customers in defense, intelligence, security, and critical infrastructure. Your mission is to accelerate each customer’s implementation, integration, and expansion of Mattermost so it becomes the secure, scalable collaboration hub for their mission-critical work. You will design and guide deployments, deliver our structured Onboarding Journey, and help customers achieve measurable outcomes—such as successful launches, expanded usage, and stronger retention. Along the way, you’ll collaborate with Product, Engineering, and Support to resolve issues, share best practices, and ensure proactive, transparent communication that builds long-term trust and success.

Responsibilities Include:

Onboarding & Adoption

• Lead the end-to-end onboarding journey — from pre-sales handoff through discovery, architecture, configuration, testing, and production rollout.
• Recommend deployment architectures covering HA, scalability, database back-ends (PostgreSQL), SSO, search, and mobile.
• Document design decisions, integrations, and lessons learned in reusable formats for internal teams and future customers.

Technical Leadership

• Identify and prioritize integration opportunities to embed Mattermost into customer DevOps toolchains (e.g., CI/CD, ticketing, observability).
• Develop or advise on scripts, plug-ins, and API workflows to automate tasks and unlock new use cases.
• Serve as escalation owner for technical issues during onboarding and expansion, coordinating resolution across Product, Engineering, and Support.

Consulting & Best Practice Enablement

• Deliver workshops and written guidance on DevOps collaboration, infrastructure-as-code, security hardening, and operational run-books.
• Present technical roadmaps and ROI analyses to stakeholders ranging from senior engineers to executive sponsors.
• Share patterns, best practices, and reusable code with the Mattermost community through public repositories, forums, or blog posts.

Continuous Improvement

• Capture customer feedback to help shape the product roadmap and evolve the onboarding journey.
• Contribute to public documentation, knowledge-base articles, and example repositories.
• Mentor newer TAMs and Solutions Engineers on tools, processes, and customer engagement strategies.

 Requirements:

• 5 + years in Technical Account Management, Solutions Engineering, DevOps consulting, or a comparable customer-facing engineering role. 
• Deep Linux expertise—comfortable troubleshooting via CLI (logs, networking, system services) on RHEL/CentOS, Debian/Ubuntu, or similar. 
• Hands-on with containerization: Docker and Kubernetes (installation, orchestration, monitoring). k8s certification is a plus. 
• Ability to read and write code or scripts in at least one modern language (Python, Go, Node.js, Bash, or similar) and to understand SQL queries. 
• Proficiency with source control (Git/GitHub), CI/CD pipelines (e.g., Jenkins, GitLab CI, GitHub Actions), and Infrastructure-as-Code concepts. 
• Strong knowledge of cloud platforms (AWS, Azure, or GCP) and distributed systems architecture.
• Strong grasp of DevOps and IT Service Management (ITSM) practices in large enterprise environments 
• Exceptional written and verbal communication skills; able to engage from engineer to C-suite. 
• Willingness to travel up to ~15 % for onsite workshops and enterprise events (may spike during go-live periods). 
• Good knowledge of state-of-the-art LLM tooling.
• For candidates residing in the U.S.: This role may require the ability to obtain and maintain a U.S. government security clearance in the future. As such, U.S. applicants must be U.S. citizens and eligible under applicable clearance requirements.  
• Applicants must meet eligibility requirements for access to export-controlled information as defined by U.S. export control laws, including EAR and ITAR.

 Preferences:

• Demonstrated open-source contributions. 
• Experience with Go and/or React—core languages in the Mattermost stack. 
• Background in mobile application security or MDM/UEM (e.g., Ivanti [MobileIron], VMware Workspace ONE, Microsoft Intune, BlackBerry UEM). 
• Experience with performance and observability software (e.g. Grafana, Prometheus, etc.).

Mattermost takes a market-based approach to pay and pay may vary depending on your location. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.