US Enterprise Support Engineer

NOTE: This role requires US citizenship and location in the continental US. Mattermost, Inc. provides enterprise-grade messaging solutions for the world’s leading organizations on a vibrant open source platform. Our private and hybrid cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integration across in-house systems. Our diverse range of enterprise customers includes Uber, NASA, Intel, Samsung, Medtronic, Wargaming and the United States Department of Energy. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning 7 time zones. Our values include customer obsession, ownership, high impact, self-awareness, and being proud of what we build. If you share these values we hope you’ll learn more about working here and apply today. This is a US-based customer support engineering role supporting the deployment of Mattermost software in large enterprises. You'll work closely with customers, both current and prospective, the Mattermost Enterprise Edition engineering team, as well as contributors and community members from the Mattermost open source project.
  • 1st and 2nd tier enterprise support for current and prospective customers over email, forums and real time messaging
  • Coordinating and escalating complex technical issues to support staff tier 3 and higher
  • Isolating, verifying and addressing product defects and working with customer and product team on resolution plan
  • Updating documentation with troubleshooting information developed from supporting customer deployments
  • Participation in monthly team-wide testing of release candidates for new monthly versions of Mattermost software
  • Networking (web proxies/load balancers such as NGINX and ELB)
  • Corporate Directory Integration (Active Directory/LDAP synchronization and single-sign-on, SAML-based SSO such as Okta and OneLogin)
  • Database setup and configuration (MySQL, PostgreSQL)
  • 3rd party integrations connecting via webhooks or APIs
  • Healthy obsession with making customers successful, both before and after purchase
  • 2-5 years experience supporting Linux-based software, preferably web applications
  • Helpful, clear writing style for replying to technical questions in email and on forums, and in writing updates to troubleshooting guides in documentation
  • Ability to travel to company meetings, typically in North America, once or twice a year for up to a week to meet the team
  • Ability to be on rotation for emergency off-hours support in managing and escalation critical issue impacting a customer’s production environment.
  • Work with this stack