Current openings at Mattermost

  We are seeking an experienced and results-driven Technical Support Manager to lead our global technical support organization within the cybersecurity and workflow communication industry. This U.S.-based role manages a distributed international team responsible for delivering exceptional technical assistance, maintaining high availability, and continuously improving customer satisfaction. The ideal candidate combines technical depth, leadership excellence, and a strategic mindset using AI and automation to modernize support operations, enhance efficiency, and deliver proactive, data-driven customer experiences. Key Responsibilities 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 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. 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 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. 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 candidate’s 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.  

About the Role We are seeking a highly skilled and motivated Technical-Sales Engineer to join Mattermost as we enter the Japanese market. This is a high-impact, early-stage opportunity requiring a "player-coach" mentality with significant room for ownership, autonomy, and professional growth. As the first technical hire in Japan and the Indo-Pacific region, you will not only lead technical demonstrations but also serve as a strategic partner to our sales team, directly shaping regional growth and ensuring customer success in high-trust environments. Key Responsibilities Strategic Technical Leadership: Lead all regional technical activities, including pre-sales architecture, product demos, and deep-dive technical evaluations. Mission-Critical Deployment: Architect and deploy solutions within complex on-premise, air-gapped, and private cloud environments, ensuring operational resilience for defense and national security customers. Partner & Channel Enablement: Collaborate with system integrators (SIs), VARs, and distributors to build a sustainable technical network and contribute to the regional partner go-to-market plan. Stakeholder Management: Translate complex technical details into value propositions for audiences ranging from executive C-suite (General Officers) to frontline operational personnel. Product Advocacy: Act as a bridge between Japanese customers and our global product/engineering teams, representing local requirements to help build world-class, mission-ready software. Post-Sales Excellence: Support technical engagements for key accounts to ensure customers are achieving their specific mission outcomes and workflow automation goals. Required Skills & Experience Industry Expertise: 10+ years of technical experience, specifically within the cybersecurity sector or high-growth SaaS/technology companies. Domain Knowledge: Proven experience serving defense, national security, or critical infrastructure customers. Infrastructure Mastery: Strong knowledge of closed cloud environments, on-premise deployments, and the technical/operational concepts utilized within secure sectors. Entrepreneurial Mindset: Experience in global startups is preferred; you must be an independent, creative problem-solver capable of negotiating technical "win-win" scenarios. Communication: Native Japanese language skills and strong English proficiency (reading/writing). Travel: Ability to travel based on business needs to support partner events, tradeshows, and customer sites (up to 50%). Preferred Qualifications Active Security Clearance: Highly desired due to the nature of our mission-critical customer base. Forward-Thinking: Awareness of GenAI and its applications in secure collaboration. Education: Bachelor’s degree in a technical field or equivalent work experience. Why Mattermost? Mattermost is an open-core technology company building secure collaboration solutions for organizations in high-trust environments. We enable secure messaging and workflow automation across the world’s most sensitive deployments—from air-gapped defense systems to private clouds. In this role, you are the technical face of Mattermost in Japan, driving our expansion into one of our most critical growth regions    

  We are looking for a foundational HR leader to build the backbone of our global People operations. As we scale toward an AI-forward future, we need a systems thinker who can bridge complex global compliance with a high-performance culture. In this role, you will own high-impact, high-stakes areas including Employee Relations, Performance Management, and Global Compliance, ensuring our operational maturity keeps pace with our technical innovation. What You’ll Do Management Excellence & Leadership Partnership Act as a global business partner to leaders across PD&E, GTM, and G&A. Navigate leadership “grey areas,” coaching managers on performance management and building high-potential, AI-enabled teams. Support the scaling of a high-performing, innovative culture. Performance Management & Development Lead the evolution of performance reviews toward continuous, AI-augmented feedback, moving beyond check-the-box cycles. Provide real-time coaching and guidance to leaders to reinforce a high talent bar. Partner with leadership to revamp the internal leveling framework to reflect the future state of work, including AI and digital labor. Identify core competencies and skills gaps to support growth and development planning. Employee Relations & Policy Own end-to-end Employee Relations, including investigations, complex case management, and advisory support. Develop and apply clear, fair policies that balance legal rigor with a culture of radical candor. Manage offboarding and employee transitions with care and consistency. Serve as a trusted advisor on performance, compliance, and career growth topics. Communication, Culture & Conflict Resolution Foster a positive, collaborative culture through open and transparent communication. Act as a bridge between employees and management to promote trust and clarity. Manage interpersonal conflicts, grievances, and internal investigations in partnership with executives and legal counsel. Global & Federal People Operations Strengthen and scale the U.S. Federal subsidiary operating under Facility Clearance (FCL) and TS/SCI requirements. Ensure compliance with security, regulatory, and operational standards, including clearance readiness for Five Eyes partners. Partner with Legal and Finance to resolve regulatory HR matters. Partner with the VP, HR, FSO, and Co-Founders to clarify and operationalize matrix management structures aligned with FCL and business goals. Operational Scaling & AI Enablement Partner with the Senior Manager, HR Analytics & Systems to ensure the HR tech stack (HRIS, ATS) supports global growth and delivers clean, actionable data. Collaborate with the VP to identify opportunities where AI can automate routine HR work, allowing the People team to focus on high-impact human initiatives. Qualifications 8+ years of experience in HR Operations, with at least 3 years in a high-growth tech environment. Proven experience managing global employment entities outside the U.S. (UK, EU, etc.). Deep expertise in Employee Relations, conflict resolution, and labor law. Strong systems mindset — you build processes, not just follow them, and are comfortable scaling from V1 to V10. Excellent communication skills, with the ability to translate complex legal or operational topics for non-HR audiences (e.g., Engineers, Product Managers). This role may require the candidate to obtain and maintain a U.S. security clearance in the future. As such, applicants must be U.S. citizens and eligible to obtain a U.S. government security clearance. Mattermost takes a market-based approach to pay, and compensation may vary depending on your work location in the US. The successful candidate’s 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.