Technical Support Engineer (Remote)
Mattermost, Canada

Mattermost is an open source platform for secure collaboration across the entire software development lifecycle. Hundreds of thousands of developers around the globe trust Mattermost to increase their productivity by bringing together team communication, task and project management, and workflow orchestration into a unified platform for agile software development.
Founded in 2016, Mattermost’s open source platform powers over 800,000 workspaces worldwide with the support of over 4,000 contributors from across the developer community. The company serves over 800 customers, including European Parliament, NASA, Nasdaq, Samsung, SAP, United States Air Force and Wealthfront, and is backed by world-class investors including Battery Ventures, Redpoint, S28 Capital, YC Continuity. To learn more, visit www.mattermost.com.
We value high impact work, ownership, self-awareness and being focused on customer success. If these values match who you are, we hope you'll learn more about working at Mattermost and apply!
As a Technical Support Engineer, you will be the primary point of contact for our customers to help them solve problems and utilize the Mattermost solution to the fullest. A key part of your job will be to answer tickets coming in from customers in the Americas region on both technical and operational issues with our solution. You will spend time learning and understanding not only our software but the full stack of software that runs Mattermost. In addition, you will work cross functionally to resolve customer issues in a timely fashion and will communicate important feedback and insights from customers in order to improve our product and services.Responsibilities:

• 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.

Required Background

• 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,SalesForce.com, 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

Mattermost is a remote-first company with staff living and working across the globe.We are currently hiring staff in these countries/regions:
Canada - Germany - Greece - India - Spain - United Kingdom - United States
We are constantly working towards adding more countries/regions to th