Technical Account Manager

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 world’s most critical teams. We’re 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. Job Title Technical Account Manager (TAM) – Canada (Security Cleared) Department and Reporting Customer Success / Technical Account ManagementReports To: Director, Technical Account Management – AMER Location and Travel Remote – CanadaTravel Requirement: Up to 30% (typically ~10%) Key Responsibilities Lead technical onboarding, configuration, and production deployment for strategic enterprise and public sector customers. Design, validate, and implement secure, scalable architectures for Mattermost across hybrid and air-gapped environments. Ensure compliance alignment with relevant frameworks (FedRAMP, ITSG-33, NIST 800-53, ISO 27001). Guide customers in integrating Mattermost with authentication, identity management (SSO/SAML/OAuth), DevOps pipelines, and monitoring systems. Provide proactive technical guidance to prevent issues, minimize risk, and ensure operational excellence. Serve as the primary technical point of contact for assigned accounts. Collaborate with Product, Engineering, and Support to resolve complex technical issues and advocate for customer needs. Capture and share reusable assets (scripts, playbooks, documentation) to accelerate secure deployments and promote scalability. Participate in internal reviews to enhance onboarding methodologies and contribute to continuous improvement initiatives. Present complex technical concepts to both executive and technical stakeholders, tailoring communication to audience and context. Build trusted, long-term relationships that support adoption, expansion, and advocacy for Mattermost. Maintain clear, detailed records of deployment decisions, architectural designs, and customer feedback. Required Qualifications 5+ years of experience in Technical Account Management, Sales Engineering, Customer Success Engineering, or equivalent technical enablement role. Deep technical knowledge in Linux system administration, networking, containers (Docker/Kubernetes), and cloud infrastructure. Hands‑on scripting or development experience (Python, Go, Node.js, or similar). Strong understanding of cybersecurity principles and secure system design. Familiarity with DevSecOps methodologies and tools (GitHub, Jenkins, Jira, Terraform, etc.). Proven ability to manage large enterprise accounts, aligning technical delivery with business and security objectives. Excellent written and verbal communication skills with the ability to influence and collaborate across functions. Must be a Canadian citizen or permanent resident, and eligible to obtain Canadian government security clearance. Preferred Qualifications Experience working with public sector, defense, or regulated industries. Knowledge of Enterprise IT Service Management (ITSM) frameworks. Familiarity with compliance standards such as FedRAMP, ITSG-33, NIST, SOC 2, or ISO 27001. Open‑source contributions or experience with secure collaboration tools. Proficiency in Golang, React, or mobile/MDM environments (MobileIron, Intune, Workspace ONE). Startup or fast‑paced SaaS environment experience. Mattermost is an EEO Employer. We are a remote‑first, open‑source company. We welcome applicants from all backgrounds 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. #J-18808-Ljbffr