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. Technical Account Manager (TAM) – Canada (Security Cleared) Department: Customer Success / Technical Account ManagementReports To: Director, Technical Account Management – AMERLocation: Remote – CanadaTravel Requirement: Up to 30% (typically ~10%). We’re seeking a Technical Account Manager (TAM) who will serve as a trusted technical advisor to our enterprise and public sector customers. In this role, you’ll ensure the successful deployment, integration, and secure operation of the Mattermost platform in mission‑critical environments. You’ll combine deep expertise in infrastructure, cybersecurity, and DevSecOps with strong customer engagement and project leadership skills. As a strategic partner, you’ll bridge engineering, product, and customer teams—driving secure, compliant, and scalable implementations that empower teams to collaborate with confidence. Key Responsibilities Customer Success & Secure Solution Delivery 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 (e.g., 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. Technical Leadership & Advocacy 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. Communication & Stakeholder Management 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. This role may require the candidate to obtain and maintain Canadian security clearance in the future. As such, applicants must be eligible to obtain Canadian government security clearance. Must be a Canadian citizen or permanent resident. 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 (MobileIron, Intune, Workspace ONE) environments. Startup or fast‑paced SaaS environment experience. 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 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. #J-18808-Ljbffr