Overview
About the Role:
At Atlan, data is at the core of modern business, yet many teams struggle with its overwhelming volume and complexity. We are the world’s first active metadata platform, transforming data chaos into clarity and seamless collaboration. From Fortune 500 companies to hyper-growth startups, we empower teams across industries to unlock the full potential of their data.
We are looking for a Technical Support Engineer to help scale our customer support function and deliver exceptional experiences. You will take ownership of customer issues, coordinate across teams, and contribute to building processes that ensure Atlan users consistently leave delighted.
Key Responsibilities:
- Take ownership of customer issues and follow up with relevant workgroups.
- Identify root causes and prevent recurring issues.
- Proactively manage calls, service levels, and urgent issues per SLA.
- Coordinate multiple teams to resolve major incidents.
- Work closely with developers to solve complex technical problems.
- Collaborate with CS and Engineering teams to enhance product quality.
- Use logs, metrics, and alerts to debug and maintain system health.
- Craft clear, user-facing communication and documentation.
- Translate user feedback into actionable product requirements.
- Build scalable support processes including ticketing, SLAs, and workflows.
- Own product documentation and training content.
- Train and mentor new Customer Happiness team members.
Required Technical Skills:
PHP, Java, Python, SQL, Troubleshooting, Customer Support Tools, Ticketing Systems, Logging & Monitoring Tools, Communication Skills, Problem-solving
Education Requirement:
Bachelor’s degree in Computer Science, Information Technology, or related field
Preferred Qualifications:
- Experience in B2B SaaS environments or as a data practitioner.
- Familiarity with modern data stack (ETL, storage, BI).
- Ability to work with internal/external stakeholders across geographies.
- Operational support experience with system troubleshooting.
Why Join Us:
- Ownership from Day One: Lead impactful projects and drive your growth.
- Limitless Opportunities: High initiative is rewarded with global exposure.
- Global Data Community: Participate in open-source projects, conferences, and meet-ups.
- Fast-growing Remote Company: Trusted by Cisco, Nasdaq, HubSpot, and backed by top investors.
- Diversity & Inclusion: Atlan embraces diversity and ensures a workplace where everyone thrives, regardless of race, color, religion, gender, sexual orientation, age, or disability.
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Education Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field
Eligible Batch Years
Atlan
Atlan is a modern data collaboration platform designed to help data teams work together seamlessly across diverse tools, workflows, and datasets. Founded in 2018, the company has quickly gained recognition for its innovative approach to solving the challenges of data discovery, governance, and collaboration. Atlan's mission is to empower data-driven organizations by creating a unified workspace where analysts, engineers, scientists, and business users can collaborate effectively, reducing friction and increasing productivity.
With a globally distributed team of over 200 employees, Atlan serves customers ranging from fast-growing startups to large enterprises across industries such as finance, healthcare, and technology. The platform integrates with popular data tools and ecosystems, enabling organizations to manage metadata, track lineage, and ensure compliance while fostering a culture of transparency and trust around data. In recent years, Atlan has been recognized as a leader in the emerging category of "modern data catalogs" and has secured significant venture funding to accelerate its growth, including a Series B round in 2022 led by Insight Partners.
Company Details
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Websiteatlan.com
