Technical Support Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided in the description) Atlan is a fast-growing startup revolutionizing how organizations manage and utilize data. We're the world's first active metadata platform, helping teams transform data chaos into clarity and seamless collaboration. We’re backed by Insight Partners and recognized as leaders by Gartner and Forrester. This role is critical to our mission of delivering exceptional customer service and driving user delight.

Requirements

• Strong problem-solving skills
• Excellent communication and interpersonal skills
• Ability to take ownership of customer issues and follow up on their status
• Proactive approach to customer support
• Experience with customer service or technical support (details not specified)
• Ability to translate user feedback into requirements for engineering teams
• Familiarity with logging, metrics, and alerts for system health monitoring

Responsibilities

• Take ownership of customer issues and follow up on the status of problems with respective workgroups.
• Never be satisfied when solving a customer problem – identify root causes by analyzing cascaded symptoms and prevent recurrence.
• Proactively manage service levels and abandon rates during business-critical needs.
• Handle major incidents by coordinating with multiple teams.
• Take ownership of technical issues by working closely with developers to resolve complex problems.
• Work closely with the Customer Success (CS) and Engineering teams to enhance product quality.
• Craft well-written, user-facing communication and documentation.
• Build processes to ensure a consistently delightful customer experience.

Application Instructions

• (Application instructions not provided in the description)

Company Information

• Company: Atlan
• Industry: Data Management / Metadata Platform
• Recognition: Recognized as leaders by Gartner and Forrester, backed by Insight Partners.
• Mission: To help organizations transform data chaos into clarity and seamless collaboration.
• Values: Customer delight is a core company value.