Senior Technical Support Engineer
Posted on 3/14/2023
United States
Experience Level
Desired Skills
Android Development
Development Operations (DevOps)
Microsoft Azure
  • 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,, 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
  • 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

51-200 employees

Network management software company
Company Overview
Mattermost believes that open source will drive innovation in enterprise messaging and collaboration just as it has for the infrastructure stack that powers the worlds largest companies.
  • Fully remote work
  • Office setup fund
  • Coworking space stipend
  • Internet and mobile phone reimbursement
  • 401k
  • Unlimited vacation
  • Family & friends days
  • Async weeks
  • Health benefits
  • Global and regional team meetups
  • Open source Fridays
  • Community hackathons and events
Company Core Values
  • Customer obsession
  • Ownership
  • Self awareness
  • High impact
  • Earn trust