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Mattermost · 3 weeks ago

Technical Support Manager

United States

Full-time

Remote

Mid, Senior Level

$108K/yr - $150K/yr

7+ years exp

Mattermost is a leading provider of collaborative workflow solutions for critical infrastructure organizations. They are seeking an experienced Technical Support Manager to lead their global technical support organization, focusing on enhancing customer satisfaction and operational excellence through AI and automation.

File SharingInformation ServicesInformation TechnologyMessagingSaaSSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Lead, coach, and develop a global team of Technical Support Engineers, building a culture of collaboration, empathy, and accountability

Establish and manage KPIs, SLAs, 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

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

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

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

Qualification

Technical Support ManagementCybersecurity PrinciplesAIAutomationData AnalyticsSaaS EnvironmentsZendeskJiraSalesforce Service CloudLeadership ExperienceStakeholder ManagementAPIsIntegrationsITIL CertificationCompTIA Security+CISSP CertificationCommunicationProblem-Solving Skills

Required

Bachelor's 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