Senior Technical Account Manager (Federal)

Mattermost is seeking a Senior Technical Account Manager (TAM) to serve as a trusted technical advisor to our U.S. Federal and enterprise customers. In this role, you will ensure the successful deployment, integration, and secure operation of the Mattermost platform in mission-critical and high-security environments.

You will combine expertise in infrastructure, cybersecurity, and DevSecOps with strong customer engagement and project leadership skills. As a strategic partner, you will bridge engineering, product, and customer teams, driving secure, compliant, and scalable implementations that enable organizations to collaborate with confidence.

An active U.S. government Secret or TS/SCI clearance is a significant advantage for this position. We also welcome technically strong candidates who meet the eligibility requirements to obtain a clearance.

Key Responsibilities

Own Technical Customer Success

• Serve as the primary technical advisor for strategic U.S. Federal and defense customers.
• Build trusted relationships with technical leaders, system administrators, security teams, and executive stakeholders.
• Drive successful onboarding, adoption, platform optimization, and long-term customer value.
• Develop technical success plans aligned with customer missions, operational requirements, and business objectives.

Solve Complex Technical Challenges

• Guide customers through deployments, upgrades, integrations, and troubleshooting across on-premises, cloud, hybrid, and air-gapped environments.
• Work hands-on with Linux infrastructure, networking, containers, authentication systems, and deployment configurations.
• Troubleshoot complex technical issues, partnering with Engineering and Support to drive resolution.
• Help customers improve platform reliability, security, performance, and scalability.

Bring a Forward-Deployed Engineering Mindset

• Work directly with customers, including on-site engagements when needed, to understand and address complex operational requirements.
• Translate customer challenges into practical technical solutions, configurations, integrations, or automation.
• Develop reusable scripts, technical playbooks, and deployment best practices.
• Operate independently in complex environments while collaborating closely with internal technical teams.
• Bring field insights and customer requirements back to Product and Engineering to influence platform improvements.

Drive Adoption and Customer Value

• Identify opportunities to expand Mattermost adoption across teams, workflows, and mission-critical use cases.
• Conduct technical reviews, health assessments, and proactive optimization sessions.
• Help customers maximize their investment through platform integrations, workflow automation, and operational best practices.

Required Qualifications

• Experience in a technical customer-facing role such as Technical Account Manager, Solutions Engineer, Customer Engineer, Technical Consultant, Support Engineer, or Forward Deployed Engineer.
• Strong hands-on technical experience with Linux, networking, infrastructure troubleshooting, and enterprise software deployments.
• Familiarity with containers, cloud infrastructure, or modern application deployment environments.
• Ability to diagnose complex technical problems and collaborate across teams to deliver solutions.
• Strong communication skills, including the ability to explain technical concepts to both engineering teams and business stakeholders.
• Experience supporting enterprise, government, defense, or other complex customer environments.
• A proactive, customer-focused mindset with a strong sense of ownership and accountability.
• Eligibility to obtain and maintain a U.S. government security clearance, along with the ability to meet applicable U.S. export-control requirements.

What Will Set You Apart

Security Clearance and Federal Experience

• Active Secret, Top Secret, or TS/SCI clearance — highly desirable and a significant advantage.
• Experience supporting DoD, Intelligence Community, federal civilian agencies, or defense contractors.
• Familiarity with secure or regulated environments, including FedRAMP, NIST 800-53, STIGs, and government security requirements.

Forward-Deployed and Technical Engineering Experience

• Experience working directly within customer environments to deploy, integrate, troubleshoot, or customize technical solutions.
• Hands-on experience with Docker, Kubernetes, CI/CD pipelines, and infrastructure automation.
• Scripting or development experience using Python, Go, Bash, or similar languages.
• Experience supporting disconnected, degraded, intermittent, or limited-bandwidth (DDIL) environments.
• Experience integrating enterprise identity, monitoring, security, or DevSecOps systems.
• Familiarity with mobile device management technologies such as Intune or Workspace ONE.

Why Join Mattermost?

• Mission-critical impact: Support organizations operating in some of the world's most demanding security environments.
• Technical ownership: Go beyond reactive support to influence customer architectures, deployment strategies, and platform adoption.
• Direct engineering collaboration: Work closely with Product and Engineering to solve meaningful technical challenges.
• Growth opportunities: Expand your expertise in secure infrastructure, federal technology, and forward-deployed engineering practices.
• Remote-first flexibility: Work remotely in the United States, with opportunities for direct customer engagement and on-site collaboration.

Target Salary Range: $125,000 - $165,000 USD plus commission

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.

Mattermost offers a remote-first work environment with medical, dental, and vision coverage. You’ll also receive unlimited PTO plus company holidays, a work from home stipend, an annual learning and development budget for conferences, certifications, and courses, paid parental leave for all parents, and a 401(k) plan.

U.S. Eligibility & Compliance

This role may require obtaining and maintaining a U.S. government security clearance. Candidates must meet federal eligibility requirements to be considered. For more information visit Security Clearances — United States Department of State

Applicants must meet eligibility requirements for access to export-controlled information as defined by U.S. export control laws, including EAR and ITAR. For more information visit the Bureau of Industry and Security and the Directorate of Defense Trade Controls.