Technical Support Engineer

Data is at the core of modern business, yet many teams struggle with its overwhelming volume and complexity. At Atlan, we’re changing that. As the world’s first active metadata platform, we help organisations transform data chaos into clarity and seamless collaboration.

From Fortune 500 leaders to hyper-growth startups, from automotive innovators redefining mobility to healthcare organisations saving lives, and from Wall Street powerhouses to Silicon Valley trailblazers — we empower ambitious teams across industries to unlock the full potential of their data.

Recognised as leaders by Gartner and Forrester and backed by Insight Partners, Atlan is at the forefront of reimagining how humans and data work together. Joining us means becoming part of a movement to shape a future where data drives extraordinary outcomes.

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.

Why Atlan for You?

At Atlan, we believe the future belongs to the humans of data. From curing diseases to advancing space exploration, data teams are powering humanity's greatest achievements. Yet, working with data can be chaotic—our mission is to transform that experience. We're reimagining how data teams collaborate by building the home they deserve, enabling them to create winning data cultures and drive meaningful progress.

Joining Atlan Means

• Ownership from Day One: Whether you're an intern or a full-time teammate, you’ll own impactful projects, chart your growth, and collaborate with some of the best minds in the industry.
• Limitless Opportunities: At Atlan, your growth has no boundaries. If you’re ready to take initiative, the sky’s the limit.
• A Global Data Community: We’re deeply embedded in the modern data stack, contributing to open-source projects, sponsoring meet-ups, and empowering team members to grow through conferences and learning opportunities.

As a fast-growing, fully remote company trusted by global leaders like Cisco, Nasdaq, and HubSpot, we’re creating a category-defining platform for data and AI governance. Backed by top investors, we’ve achieved 7X revenue growth in two years and are building a talented team spanning 15+ countries.

If you’re ready to do your life’s best work and help shape the future of data collaboration, join Atlan and become part of a mission to empower the humans of data to achieve more, together.

We are an equal opportunity employer

At Atlan, we’re committed to helping data teams do their lives’ best work. We believe that diversity and authenticity are the cornerstones of innovation, and by embracing varied perspectives and experiences, we can create a workplace where everyone thrives. Atlan is proud to be an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, disability, sex, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other characteristic protected by law.