Job Title: Technical Account Manager (TAM) – Canada (Security Cleared)
Department: Customer Success / Technical Account Management
Reports To: Director, Technical Account Management – AMER
Location: Remote – Canada
Travel 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.
