Senior Technical Account Manager (Federal)

Mattermost is the leading collaborative workflow platform for defense, intelligence, security, and critical infrastructure. Trusted by the U.S. Department of War and Fortune 500s, our platform runs on-premises and in private clouds, delivering secure messaging, file sharing, workflow automation, audio/screenshare, and project management—all with full data and operational control. Mattermost powers high-stakes workflows across mission planning, real-time, real-world operations, DevSecOps, incident response, and cyber defense—enabling secure collaboration from tactical edge and DDIL environments to enterprise HQ. Teams operate across web, desktop, and mobile, with embedded interoperability for Microsoft Teams, Outlook, and Microsoft 365.

To learn more, visit www.mattermost.com

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.

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 perspective—we 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 know—we’re happy to assist.