Technical Support Manager - Baltimore - Mattermost

Description

At Mattermost, we build the #1 collaborative workflow solution for defense, intelligence, security, and critical infrastructure organizations. Trusted by governments, financial institutions, and technology companies, our platform enables secure, efficient operations for the worlds most critical teams.

Were dedicated to empowering organizations to operate with confidence, reducing risks, and accelerating productivity. Guided by our core values of Customer Obsession, Earn Trust, Self Awareness, Ownership and High Impact, we collaborate closely with our customers to deliver solutions that meet complex needs and drive success.

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Leadership & Team Management

• Lead, coach, and develop a global team of Technical Support Engineers, building a culture of collaboration, empathy, and accountability.
• Establish and manage KPAs, 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.

Customer Experience & Support Delivery

• 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.

AI, Automation & Operational Innovation

• 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.

Technical Expertise & Continuous Improvement

• 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.

Qualifications

Required

• Bachelors 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.
• Excellent communication, problem-solving, and stakeholder management skills.
• Proficiency with tools such as Zendesk, Jira, Salesforce Service Cloud, Looker, or equivalent.
• For candidates residing in the U.S.: This role may require the ability to obtain and maintain a U.S. government security clearance in the future. As such, U.S. applicants must be U.S. citizens and eligible under applicable clearance requirements.
• Applicants must meet eligibility requirements for access to export-controlled information as defined by U.S. export control laws, including EAR and ITAR.

Preferred

• Experience with enterprise collaboration or workflow communication platforms.
• Familiarity with scripting, APIs, and integration frameworks.
• Certifications such as ITIL, CompTIA Security+, or CISSP.
• Exposure to AI-enabled support ecosystems, including NLP chatbots, LLM-assisted ticket triage, or predictive analytics.

Mattermost takes a market-based approach to pay and pay may vary depending on your location. The successful candidates starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Salary Range

$108,000 - $150,000 USD

Mattermost is an EEO Employer, we are a remote-first, open-source company.

We are continually working to expand our hiring in more countries and regions, ensuring compliance with local laws and regulations, which takes time.

Mattermost values your unique perspectivewe welcome all applicants. We encourage individuals from all backgrounds to apply and are committed to assessing candidates based on their skills and qualifications. We do not tolerate discrimination against staff or applicants based on race, religion, national origin, age, disability, pregnancy status, veteran status, or other personal characteristics.

If you require accommodations during the interview process, please let us knowwere happy to assist.