Technical Support Engineer - Remote

Posted 23 weeks ago

Customer Service

Full Time

India

Software Troubleshooting

Communication

Collaboration

Programming (PHP, Java, Python)

Incident Management

Overview

As a Technical Support Engineer at Atlan, you will be responsible for providing exceptional customer service and technical support to ensure users can effectively utilize our active metadata platform.

In Short

Take ownership of customer issues and follow up on problem statuses.
Analyze root causes of customer problems to prevent recurrence.
Manage service levels and address urgent issues proactively.
Coordinate with teams to handle major incidents.
Work with developers to resolve complex technical issues.
Enhance product quality through collaboration with CS and Engineering teams.
Utilize logs and metrics to monitor system health.
Craft user-facing communications and documentation.
Translate user feedback into requirements for engineering.
Build scalable customer support processes.

Requirements

Experience in data practices or B2B SaaS environments.
Understanding of data and software markets.
Proven troubleshooting skills for software issues.
High learning rate and curiosity.
Ability to log and prioritize issues effectively.
Excellent problem-solving and documentation skills.
Familiarity with programming languages like PHP, Java, or Python.
Operational support experience in troubleshooting.

Benefits

Ownership from day one in impactful projects.
Limitless growth opportunities.
Access to a global data community.

Atlan

Atlan is a pioneering platform designed to empower data teams globally, akin to what GitHub has achieved for engineering teams and Figma for design teams. Founded with the mission to enhance the productivity and agility of data professionals, Atlan provides a collaborative environment where data teams can thrive and do their best work. The company has recently closed a Series C funding round and has been recognized as a leader in the Forrester Wave for Enterprise Data Catalogs, establishing itself as a trusted partner for data-driven organizations. With a fully remote workforce since 2020, Atlan is committed to building exceptional software experiences that simplify the chaos of data management, enabling teams to focus on impactful projects that can change the world.

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