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Summary
About the Role
About You
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
- 7+ years of experience in technical support or customer engineering, including 3+ years in a leadership capacity.
- Proven success managing global teams in 24/7 enterprise or SaaS environments.
- Strong foundation in cybersecurity principles, networking, and secure workflow platforms.
- Demonstrated experience using AI, automation, or analytics tools to optimize customer support delivery.
- Excellent communication, problem-solving, and stakeholder management skills.
- Proficiency with tools such as Zendesk, Jira, Salesforce Service Cloud, Looker, or equivalent.
- U.S. citizenship and eligibility for U.S. government security clearance.
- Experience with enterprise collaboration or workflow communication platforms.
- Familiarity with scripting, APIs, and integration frameworks.
- Certifications such as ITIL, CompTIA Security+, or CISSP.
- Exposure to AI-enabled support ecosystems, including NLP chatbots, LLM-assisted ticket triage, or predictive analytics.
Benefits
- Market-based salary determined by skills, experience, and location.
- Remote-first work environment.
- Commitment to diversity and inclusion in hiring.
Mattermost is the leading collaboration platform for mission-critical work. We serve national security, government, and critical infrastructure enterprises, from the U.S. Department of Defense, to global tech giants, to utilities, banks and other vital services. We accelerate out-of-band incident response, DevSecOps workflows, mission operations, and self-sovereign collaboration to bolster the focus, adaptability, and resilience of the world’s most important organizations. Our enterprise software and single-tenant SaaS platforms are built to meet the custom needs of rigorous and complex environments while offering a secure and unrivaled collaboration experience across web, desktop, and mobile with channel-based messaging, file sharing, audio calling, and screen share with integrated tooling, workflow automation, and AI assistance.