L2 Software Support Engineer
We are Ataccama, and we are on a mission to power a better future with data. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth.
Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:
Challenging Fun
ONE Team
Customer Centric
Candid and Caring
Aim High
The L2 Software Support Engineer handles complex technical support cases, mentors junior team members, and contributes to process improvements within the Support organization. This role requires deep product knowledge, strong troubleshooting skills, and the ability to work under pressure.
Your Challenge
- Analyze support requests and triage product issues to relevant department
- Take ownership of high-priority incidents by leading technical investigations, escalating to Engineering when necessary, and ensuring timely resolution
- Reproduce customer issues in internal environments
- Lead customer meetings during critical incidents
- Work on escalated customer issues involving complex Ataccama product configurations and third-party integrations
- Proactively manage assigned support queue to ensure timely resolution of tickets
- Continuously educate on Ataccama products and related third-party software
- Provide mentorship and training to L1 engineers to enhance team performance
- Drive process optimization initiatives to improve customer experience by reducing response times, and enhancing ticket triaging efficiency.
- Proactively contribute to internal documentation, best practices, and knowledge sharing
- Close collaboration with internal teams (Sales, Customer Success, Product, Engineering) to ensure customer success
Is This You?
- Bachelor’s Degree or Diploma in Computer Science, Information Technology / Quality Assurance, Computer Technician, or related fields or equivalent experience with technical certifications (e.g., AWS Certified Cloud Practitioner, Linux+, ITIL)
- 2-5 years in a technical support, IT operations, or software troubleshooting role
- Experience working with ticketing systems like Jira, Zendesk, or ServiceNow
- Experience troubleshooting application issues, working with logs, and analyzing errors
- Experience in handling high-pressure situations and escalations
- Maintain excellent CSAT score and demonstrate customer centricity
- Hands-on experience with databases, API testing, Linux
- Prior experience supporting SaaS, PagerDuty, enterprise software, or cloud platforms (AWS, Azure, GCP)
Work equipment
- Company laptop
- Personal cell phone contribution
Perks & Benefits
- Long-Term Incentive Program
- Get paid vacation plus the freedom of Flexible Time Off (FTO)—a policy that lets you take additional time off when needed, supporting your work-life balance and well-being
- 5 sick days
- The Global Family Support Program - a paid leave program to help all parents focus on the new addition to their family
- "Bring Your Friend" referral program
- Flexible working hours & hybrid work setup
- Annual package for mental health support
- Corporate discounts on travel, fitness, attractions, and shopping
- Health, vision, and dental benefits
- Conference tickets to the best industry events of the year
- Online courses & company access to Udemy to hone your skills
- Kitchen 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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