Technical Support Manager at Mattermost

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Defense, Intelligence, Security, Critical InfrastructureIndustries

Requirements

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

Responsibilities

Lead, coach, and develop a global team of Technical Support Engineers, building a culture of collaboration, empathy, and accountability
Establish and manage KPIs, SLAs, and performance metrics to ensure operational consistency and excellence
Partner with the VP of Customer Enablement & Success to define strategic goals for scaling and optimizing global support delivery
Collaborate with HR and regional leadership to hire, onboard, and retain top support talent across geographies and time zones
Oversee daily global support operations to ensure timely and high-quality issue resolution
Manage escalations and act as a point of contact for complex or business-critical customer situations
Champion the customer experience, driving CSAT and NPS improvements through clear communication and effective issue management
Collaborate cross-functionally with Product, Engineering, and Customer Success to ensure customer feedback informs product enhancements
Implement and expand the use of AI-driven tools, chatbots, and automation to improve service responsiveness, accuracy, and scalability
Develop and maintain self-service capabilities, including intelligent search, knowledge-base optimization, and automated resolution workflows
Leverage data analytics, machine learning insights, and predictive models to identify trends, reduce ticket volumes, and drive proactive support
Evaluate and introduce emerging technologies that improve customer engagement and streamline support operations
Maintain a strong understanding of cybersecurity fundamentals, secure communication architectures, APIs, and integrations
Provide technical leadership and mentorship for troubleshooting across SaaS, cloud, and hybrid environments
Ensure high-quality internal and customer-facing documentation, enabling both reactive and proactive support strategies
Drive continuous process improvements using analytics, customer feedback, and post-incident reviews

Skills

Technical Support

Team Leadership

KPIs

SLAs

Customer Success

Automation

Global Operations

Hiring

Onboarding

Cybersecurity

Workflow Communication

Mattermost

Secure collaboration platform for technical teams

About Mattermost

Mattermost provides a secure collaboration hub specifically designed for technical teams. Its platform allows users to communicate in real-time, share files and code snippets, and automate workflows, all while maintaining a high level of security and control over data. Users can customize the platform to fit their needs and deploy it in various environments. Mattermost integrates with essential tools like GitHub and GitLab, enabling teams to streamline their workflows within a single interface. Unlike many competitors, Mattermost offers both premium features, such as advanced compliance and admin controls, and an open-source version, allowing for greater flexibility and customization. The company's goal is to enhance productivity and security for teams working in complex operational settings.

Palo Alto, CaliforniaHeadquarters

2016Year Founded

$68.1MTotal Funding

SERIES_BCompany Stage

Enterprise Software, CybersecurityIndustries

51-200Employees

Benefits

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

Risks

Emerging open-source platforms may offer similar features at lower costs.

AI-driven tools could outpace Mattermost's current feature set.

Security vulnerabilities in open-source platforms may increase scrutiny on Mattermost.

Differentiation

Mattermost offers a secure, open-source platform for technical team collaboration.

The platform supports real-time communication and workflow automation for agile development.

Mattermost provides flexible integrations with tools like GitHub and ServiceNow.

Upsides

Rising demand for remote collaboration tools boosts Mattermost's market potential.

Emphasis on cybersecurity increases the appeal of Mattermost's secure platform.

Growth in open-source software market expands Mattermost's community and contributor base.

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