Customer Success Engineer (Remote Customer Support)

Why this role is different:

• This is a highly technical role for people that also enjoy interacting with and enabling customers to unblock the power of Mattermost’s product.
• You have a growth mindset and constantly seek to understand blindspots and challenges - whether it’s a customer’s unique need or interacting with new technologies.
• You feel comfortable tackling issues and enjoy digging into technical details with customers, and are energized by solving challenges across a diverse range of technologies from databases to Docker, and cross-platform mobile development to RESTful web services.

Other responsibilities

• Lead the delivery of a purposeful Onboarding Journey process from initial internal hand-off from sales, through technical discovery, system configuration, testing, and end-user roll-out.
• Make architectural recommendations for the Mattermost software deployment and other adjacent technologies (e.g. MySQL/PostgreSQL, mobile, SSO, ElasticSearch, to ensure high availability, redundancy and scalability)Deliver best practices and consulting based on experiences with other successful Mattermost customer deployments.
• Work with our Product Management, Engineering and Support teams to resolve issues that occur during the Onboarding Journey.
• Document customer design and deployment decisions for sharing with the broader customer and Mattermost teams.
• Identify key integration opportunities to develop Mattermost as the central collaboration platform within DevOps and technical teams.
• Present detailed technical information and benefits of the Mattermost platform to a wide array of customers, including:line of business managers, developers, technical architects, and executives.
• Serve as the technical lead for all things related to the Mattermost deployment

Requirements:

• 5+ years Technical Account Management, Customer Support experience or Sales Engineering experience or equivalent experience - developers interested in working directly with customers are highly encouraged to apply.
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, and container platforms.
• Expertise in open source and SaaS is a major advantageInterest in working creatively with customers to understand technical and business requirements and implement solutions, including change management and technical engagement delivery.
• Outstanding written and verbal communications skills, with the ability to go deep with technical customer resources or to describe the value proposition of Mattermost to IT executives.
• Excellent presentation skills for presenting advanced technical concepts.
• Experience leading and crafting technical projects, engaging with, and motivating change across multiple levels of IT executives and organizations.
• Ability to travel up to 30% (Post-Covid)