Support Engineer (Remote)




Mattermost, one of Y Combinator's top 100 companies, provides an open source enterprise-grade messaging platform to the world’s leading organizations that allows teams to collaborate securely and privately anywhere. With over 10,000 server downloads / month our customers include Uber, Samsung, Affirm, The US Department of Defense and more. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integrations with hundreds of SaaS and on-premises technologies. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning the globe. 



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 come talk to us!



About the Role



As a Customer 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 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 workarounds if possible

    • Communicate via email and video conferencing with potential and current clients

    • Submit and comment on bug reports and feature requests based on customer interactions

    • Create or update documentation based on customer interactions

    • 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




Requirements



    • Affinity for (and experience with) providing customer support, and making customers happy

    • Enjoy solving many small problems per day

    • Ability to triage and resolve bugs

    • Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.Experience with support 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 development2 or more of the following technical skills: Go, nginx, React, HTML5, MySQL, PostgreSQL, Docker, Kubernetes, Mesos, AWS, Azure, Google Cloud, IOS, Android, SAML, OAuth

    • Experience with OpenSource a plus




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