Technical Support Engineer

Why this role is important for us? 🔗We believe that great customer service is a company value and not just a job requirement. Every single person in the company is responsible for creating delight in the lives of our users. Doing what's right for the customer is baked into Atlan's DNA. So far, our Customer Happiness team has been responsible for supporting our customers and ensuring they can get the most out of Atlan.People underestimate the value of delighting customers consistently at every touchpoint. GREAT customer experience is when a user reaches out with a problem and leaves with a solution AND a smile on their face. The best brands consistently create these wow moments for their users.We're looking for someone who can help us scale our customer support function and help Atlan be truly great at customer service.If you're looking for a high-impact opportunity, at a fast-growing startup, and truly believe that user & customer delight can be one of the biggest moats for a company.... this is the role for you.

What will you do? 🤔

• Take ownership of customer issues and follow up on the status of problems with respective workgroups on behalf of the end customer.
• Never be satisfied when it comes to solving a customer problem - get into the root-cause identification by analysing cascaded symptoms and prevent similar issues from reoccurring
• Proactively take calls and manage service levels and abandon rates during business-critical needs. Address urgent issues quickly, work within and measure against customer SLAs.
• Handle major incidents by coordinating with multiple teams
• Take ownership of technical issues by working closely with developers to resolve more complicated problems.
• Work closely with the CS and Engineering team to enhance the quality of existing products.
• Use logs, metrics and alerts to gauge the health of the system, and debug when issues hit the platform or the product
• Craft well-written, user-facing communication and documentation
• Translate user feedback and needs to well-scoped requirements, and collaborate with our engineering team to deliver them in Atlan
• Build processes to scale customer support including ticketing management, SLAs, workflows and more.
• Own Atlan's product documentation & training content, and craft well-written user-facing communications and documentation.
• Train and mentor new team members as we scale our Customer Happiness function

What makes you a match for us? 😍

• You are experienced as a data practitioner and/or have operated in a B2B SaaS organisation, and you're now looking to expand your horizons and build product-led growth with deep user empathy.
• You understand data and software markets, products, and businesses. Familiarity with the modern data stack across ETL, storage, BI, and everything in between, with a demonstrated ability to stay up to date with new developments, is a plus.
• Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues while working within escalation procedures.
• A high rate of learning, natural curiosity, and eagerness to debate opinions to find the truth. Previously demonstrated aptitude for partnering with internal or external stakeholders across geographies.
• Logging and keeping records of various issues to help the team prioritise fixes and automations, along with measuring the product quality.
• Excellent problem-solving, documenting troubleshooting and problem resolution steps.
• Good to have the understanding of at least one of the programming languages (PHP, Java, Python).
• Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues.