Element

• Design, develop, enhance, and maintain enterprise web applications supporting multiple business modules • Develop new functionality and modernize existing applications • Troubleshoot and resolve software defects across integrated systems • Refactor and optimize code for scalability, performance, maintainability, and sustainability • Develop Java applications using Spring Framework and Spring Boot • Design, develop, and consume RESTful APIs • Build business logic, data access layers, batch processing capabilities, and reusable components • Develop responsive, accessible Angular user interfaces and maintain JSP-based applications • Support REST APIs, scheduled batch processes, secure file transfers, database integrations, reporting, and data exports • Implement and support enterprise authentication and authorization mechanisms • Support release planning, deployments, regression testing, production operations, and continuous improvement • Develop and support AWS-hosted applications and contribute to CI/CD pipelines • Participate in Agile ceremonies, peer code reviews, technical documentation, and stakeholder communication • Collaborate with Product Owners, Business Analysts, QA Engineers, DevOps Engineers, and cross-functional teams

Role Description As a Customer Success Manager (CSM) at Element, you’ll lead the post-sale customer relationship, ensuring our customers achieve tangible value from our products and services. You’ll be measured by customer satisfaction, adoption, and retention, working across functions to help customers meet their business objectives while championing their needs within Element. You will collaborate closely with: - Pre-Sales Team (Account Executives and Pre-Sales Engineers) to ensure a smooth handover into the post-sales lifecycle. - Account Managers to support renewal and account growth. - Technical Account Managers and the Support Team to resolve technical barriers and drive adoption. - Product Delivery Teams to influence the roadmap and oversee customer-sponsored development projects. This is a high-impact role at the intersection of product, delivery, and customer engagement. Qualifications - Excellent communication and stakeholder management skills. - Proven experience in customer-facing roles, ideally serving enterprise or government clients. - Professional-level English (C1+). Requirements - Own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans. - Deliver customer training sessions and workshops to drive adoption. - Become a product expert, delivering training to drive adoption. - Support product provisioning and ensure successful technical rollout (in partnership with Support and TAMs). - Maintain regular customer contact, building trusted relationships with stakeholders at all levels. - Capture and share customer insights, ensuring feedback flows effectively into Element. - Act as a customer advocate: - Escalate and resolve urgent issues impacting success. - Influence longer-term product roadmap decisions based on customer needs. - Partner with Account Managers on renewals and account growth opportunities. - Track and report on customer outcomes, adoption trends, and satisfaction. Benefits - Meaningful, mission-driven work in open source. - 40 days of annual leave (incl. local public holidays). - Share options. - Private healthcare (depending on location). - Access to Plumm our wellbeing platform. - Training Budget. - Family-friendly environment.

• Own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans. • Deliver customer training sessions and workshops to drive adoption. • Become a product expert, delivering training to drive adoption • Support product provisioning and ensure successful technical rollout (in partnership with Support and TAMs). • Maintain regular customer contact, building trusted relationships with stakeholders at all levels. • Capture and share customer insights, ensuring feedback flows effectively into Element. • Act as a customer advocate: • Escalate and resolve urgent issues impacting success. • Influence longer-term product roadmap decisions based on customer needs. • Partner with Account Managers on renewals and account growth opportunities. • Track and report on customer outcomes, adoption trends, and satisfaction.

• Work on both sides of the API developing the client SDK and contributing to the migration of our server technology. • Ensure that Element's next generation of clients and servers are fast, reliable and a joy to use. • Work with our passionate and engaged open-source community.

Role Description We use Rust throughout our stack at Element from our SDK written in Rust through to our core Server technology Synapse. - Work on both sides of the API developing the client SDK and contributing to the migration of our server technology. - Ensure that Element's next generation of clients and servers are fast, reliable and a joy to use. - Work with our passionate and engaged open-source community. We are open to remote applications, though the core team are based in Europe and we would prefer a European (or nearby) timezone. We work in the open, so you can get a great feel for exactly what it would be like to work on Element. Come and say hi to the team in our public developer channel. If you have questions about the role, please feel free to reach out to Neil on Matrix (@neilj:matrix.org). Qualifications - Smart, curious and enthusiastic. - Passionate about building software that people love. - A tireless advocate of code quality (understanding the need for trade-offs in the short term whilst keeping us honest in the long term). - Empathetic, with both their colleagues and the end user. Requirements - Experience with Rust and async programming. - Experience with FFI. - Experience maintaining and/or contributing to open-source projects. - Experience in IM communications. Benefits - Work (almost) full time on FOSS projects with high visibility and a large enthusiastic community. - Exposure to a wide range of domains from web and app dev through to VR, VoIP and IoT. - People tend to stay with the company for a long time, indicating a cohesive supportive culture, engaging challenging work, and opportunities for long-term skill and career development.

• Provide internal IT support to staff, troubleshooting hardware, software, and service issues. • Analyze current internal IT workflows and systems to identify areas for process improvement. • Develop tools and scripts to automate routine IT resource management and provisioning tasks. • Assist with the administration and configuration of devices using MDM and cloud platforms such as Mosyle, Microsoft Intune, AWS, and GCP. • Assist in setting up monitoring and alerting for internal systems to ensure high availability. • Create and maintain detailed documentation for IT systems, setups, and user troubleshooting guides. • Assist in tracking and documenting internal IT assets, hardware, and software licenses. • Prepare summary reports on IT support trends, tool performance, and recommendations for future roadmaps. • Work with our security team to address internal system security issues and respond to incidents.

• Provide overall program leadership and management for government contracts and task orders. • Serve as the primary liaison between the client, company leadership, subcontractors, and project teams. • Ensure contract deliverables are completed on time, within scope, and within budget. • Develop and maintain program plans, schedules, risk registers, and performance metrics. • Monitor program performance and proactively address risks, issues, and dependencies. • Build and maintain strong relationships with government stakeholders and client leadership. • Facilitate regular status meetings, program reviews, and executive briefings. • Ensure client satisfaction through proactive communication and responsive issue resolution. • Support strategic discussions and identify opportunities for program growth and innovation. • Manage program budgets, staffing plans, and resource allocations. • Track contract funding, burn rates, and financial performance. • Support invoicing activities and review program financial reports. • Ensure compliance with contract terms, federal regulations, and company policies. • Coordinate with Contracts, Finance, and Human Resources teams to support program operations. • Lead and mentor project managers, technical leads, business analysts, and support staff. • Support recruiting, onboarding, and workforce planning activities. • Foster a collaborative, high-performing team culture focused on quality and accountability. • Conduct performance reviews and provide ongoing coaching and development. • Ensure adherence to project management methodologies, quality standards, and organizational processes. • Monitor contract performance against service-level agreements (SLAs) and key performance indicators (KPIs). • Support audits, compliance reviews, and reporting requirements. • Maintain awareness of federal and state regulatory requirements impacting program delivery.

• Analyze current security systems and practices against NIST CSF requirements. • Develop gap analysis documentation • Prioritize updates to security policies and procedures to align with NIST CSF. • Assist with the implementation of security controls using Mosyle, Microsoft Intune, AWS and GCP based on framework requirements. • Assist in developing monitoring and alerting in Datadog • Develop automation for implemented security controls. • Create compliance tracking documentation. • Prepare executive summary reports on improvements and future roadmap.

Role Description Du willst mit moderner Technologie wirklich etwas bewegen? Gestalte mit uns die digitale Zukunft des öffentlichen Sektors. Deine Aufgaben: - Technische Unterstützung für unsere Cloud- und On-Premise-Kunden - Teilnahme an Kundencalls zur Analyse von Installations- und Betriebsproblemen - Reproduktion technischer Fehler in Testumgebungen - Enge Zusammenarbeit mit Produkt- und Entwicklerteams – du bist die Stimme unserer Kunden - Weitergabe von Kundenfeedback zur Verbesserung unserer Produkte Qualifications - Sehr gute Deutsch- und Englischkenntnisse - Erfahrung mit Linux/OSS Support - Verständnis von Webtechnologien & Client-Server-Architektur - Hohe Lernbereitschaft und die Fähigkeit, dich schnell in neue technische Themen einzuarbeiten Requirements - Nice to have: - Scripting-Kenntnisse (Python, JavaScript oder Rust) - Kenntnisse in Kubernetes, Helm, Ansible und SQL - Erfahrung mit Matrix Benefits - Aktienoptionen & Jahresbonus - Flexible Arbeitszeiten & familienfreundliches Umfeld - Plumm – Plattform für psychische Gesundheit - Zuschuss für die Heimarbeit (500 € – einmalig) - Zuschuss für Coworking-Räume (240 € monatlich) - Gehalt bis zu 50.000 €

• Provide technical support for our cloud and on-premise clients • Participate in customer calls to analyze installation and operational issues • Reproduce technical issues in test environments • Work closely with product and development teams — you are the voice of our customers • Convey customer feedback to help improve our products