Responsibilities:

• Triage customer issues, debug, and find possible workarounds.
• Communicate via support tickets, email, Mattermost chat and video conferencing with customers.
• Submit and comment on bug reports and feature requests based on customer interactions.
• Create or update reproduction environments for customer issues.
• Create or update documentation based on customer interactions.
• Engage with the other Mattermost support teams to provide consistent, high quality global support.
• Engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Be available for occasional weekend on-call coverage.
• Ensure the knowledge we gain from running Mattermost is shared with customers and users.
• Maintain good ticket performance and satisfaction.
• Meet or exceed SLA times consistently.
• Reliably respond to on-call emergencies.


30 Day Goals
• The ability to create Mattermost environments to reproduce customer environments and issues.
• Shadowed one of our Technical Support Engineers to learn the processes in the team.
• The knowledge to work easier tickets on your own and assisting customers with their issues.
• File Bug issues in Jira and work with Engineering to resolve them.


60 Day Goals
• Started west-coast time on-call rotation to jump into and triage high and urgent severity incidents that customers open with us.
• The knowledge to troubleshoot and work most tickets on your own.
• Confidence to lead a customer’s troubleshooting on calls.
• Start making contributions to docs or the knowledge base.


90 Day Goals
• The ability to utilize our codebases for investigation into the customer’s issue.
• Ability to contribute to team discussions on troubleshooting customers issues and provide guidance to other team members.

Required Background

• Enterprise level technical support experience, preferably in open source. 
• Experience working across teams to resolve support issues (engineering, sales, product, CSM).
• Ability to triage, reproduce, test and document bugs.
• Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
• Experience with support and CRM platforms (e.g. Zendesk,SalesForce.com, etc.) preferred.
• Experience writing support content.
• Experience managing the entire issue lifecycle, from customer, to development team, to resolution.
• Ability to perform complex Linux System Administration tasks.
• Experience with technical operations, full stack automation, DevOps or development.
• 2 or more of the following technical skills: Go, nginx, React, Relational Databases, Container Solutions, AWS, Azure, Google Cloud, IOS, Android, SAML, OAuth