Head of Software Support Service
We are Ataccama, and we are on a mission to democratize access to high-quality data. Ataccama ONE, our flagship product, is a unified data management platform that empowers both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products.
As one of the biggest players in the global Data Management segment, Ataccama’s success has been validated by over 400 satisfied customers around the world. It’s what made us a Leader in the 2021 Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth in June of 2022. When you join Ataccama, you step into an #UnlimitedPlayground where you’re free to explore your interests, build your skills, push boundaries in your industry, and even help redefine it.
You can find our friendly & talented bunch of 500+ Ataccamers in our offices in Toronto, Melbourne, Sydney, New York, London, Prague, Bratislava, and Sofia. With over 30+ nationalities from 6 continents, there’s always someone willing to lend a hand, offer advice, or just kick back over hangout.
Purpose of the role
Take charge of the overall function of the Ataccama Support Organization worldwide and lead a global team distributed in Prague, Toronto, and Sofia.
We are open to a hybrid working setup. #LI-hybrid
Your challenge
- Oversee day-to-day operations in a 24/7 environment and across different countries.
- Ensure standards and SLAs are met by both members of the Support Organization (directly) and Engineering in general (indirectly).
- Establish internal processes necessary for the day-to-day operation of the Support Organization.
- Mentor and develop existing team members and ensure their professional growth.
- Define the strategic vision, scope, and parameters of the Support Service towards both external and internal customers.
- Identify opportunities for improvement in the Support Service and its related activities (incident response and resolution, uptime, product quality, missing features), including proactive issue trending and data reporting.
- Act as an escalation point for critical incidents, managing communication with customers and colleagues.
Is this you
- You have 3+ years of experience leading a software support team.
- You’re skilled in dealing with customers, especially in a B2B environment.
- You have hands-on experience with configuring SQL, databases, operations systems, and application servers.
- You are an excellent communicator.
- You thrive in a multicultural environment and enjoy daily communication in English.
- You are a positive person with a can-do attitude.
- You are self-driven and you like to identify areas of improvement, create an action plan, and get things done.
Work equipment
- Company laptop
- Company mobile phone + SIM card & package of mobile data
Perks & Benefits
- Long-Term Incentive Program
- "Bring Your Friend" referral program
- Flexible working hours & flexible working setup
- 25 days of vacation, 2 sick days, and 1 personal day for each calendar year with Ataccama (up to 5 in total)
- Flexipass or Multisport card (after finishing your probation period)
- Annual package for mental health support
- Shared company cards for free entrance to Prague Zoo & Botanical garden
- Company bikes, longboards, e-scooters
- Online company language courses
- Conference tickets to the best industry events of the year
- Online courses & company access to Udemy to hone your skills
- Company library, where you can even suggest the best educational books for us to order
- Kitchens stocked with fresh fruit and juice, teas, and the best coffee
While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.
Go to open positions We offer equal opportunities
Ataccama is proud to be an Equal Opportunity Employer. We know diversity fuels knowledge exchange, fosters innovation, and empowers us to grow and be better as a company and as humans. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
We are committed to fair and accessible employment practices. If you are contacted for a job opportunity, please let us know how we can best meet your needs and advise us of any accommodations required to ensure fair and equitable access throughout the recruitment and selection process.
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