Senior Technical Support Engineer
July 24
Description
• Provide exceptional technical support to US Federal and Government customers. • Triage customer issues, debug, and find possible workarounds. • Communicate with customers via support tickets, email, Mattermost chat, and video conferencing. • Submit and comment on bug reports and feature requests based on customer interactions. • Create or update reproduction environments for customer issues. • Develop and maintain documentation based on customer interactions. • Collaborate with other Mattermost support teams to ensure consistent, high-quality global support. • Work with the development team to escalate bugs, resolve issues, and obtain necessary information. • Be available for occasional weekend on-call coverage. • Share knowledge gained from running Mattermost with customers and users. • Maintain strong ticket performance and customer satisfaction. • Assist in onboarding and training new customers to maximize the benefits of the Mattermost platform. • Stay up to date with new features and updates to maintain a deep understanding of Mattermost products and services.
Requirements
• Enterprise-level technical support experience, preferably in open source or a SaaS company. • Experience collaborating across teams (engineering, sales, product, CSM) to resolve support issues. • Proficiency in triaging, reproducing, testing, and documenting bugs. • Excellent written and spoken English communication skills for conveying complex technical topics to customers. • Familiarity with support and CRM platforms (Zendesk, Salesforce, etc.). • Experience writing support content such as Knowledge Base articles and documentation. • Ability to manage the entire issue lifecycle, from customer inquiry to resolution with the development team. • Competence in performing complex Linux System Administration tasks. • Experience in technical operations, full stack automation, DevOps, or development. • Proficiency in two or more of the following technical skills: Go, nginx, React, Relational Databases, Container Solutions, Cloud (Azure, AWS, Google), Mobile development and/or deployment, SAML, SSO.
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