Manager, Technical Support - Remote

Overview

At Atlan, we are redefining how data teams collaborate, and world class technical support is at the heart of that mission. As the Manager, Technical Support, you will build and lead a high performing, distributed support team that serves as the voice of the customer. You will ensure every interaction drives trust, adoption, and value realization, directly impacting customer retention and Atlan’s growth.

This is a critical leadership role within a larger Support Leadership team, who owns our support strategy, processes, and tools, and has the chance to shape how thousands of data teams around the world experience Atlan.

In Short

• Build and scale a high performing technical support team.
• Design and optimize support processes and workflows.
• Drive customer satisfaction through key performance indicators.
• Act as an escalation leader for critical customer issues.
• Collaborate with Product, Engineering, and Customer Success teams.
• Develop a rich knowledge base for self-service support.
• Manage support platforms and analyze support trends.

Requirements

• 5+ years in technical support, with 2+ years in leadership.
• Strong troubleshooting skills in SaaS environments.
• Experience building and managing distributed teams.
• Data driven mindset with a customer obsession.
• History of influencing product decisions through customer insights.
• Hands on experience with support ticketing systems.
• Familiarity with data concepts is a bonus.

Benefits

• Ownership from day one on impactful projects.
• Limitless growth opportunities.
• Access to a global data community and learning opportunities.