Software Support Engineer, Ataccama
+ Long-Term Incentive Program
AI-driven data platform for enterprises
Be an early applicant
AI-driven data platform for enterprises
201-500 employees
Be an early applicant
+ Long-Term Incentive Program
201-500 employees
Company mission
To enable business and data teams to innovate with unprecedented speed while automatically maintaining the security and governance of their data.
Role
Who you are
- This role requires deep product knowledge, strong troubleshooting skills, and the ability to work under pressure
- 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)
What the job involves
- The L2 Software Support Engineer handles complex technical support cases, mentors junior team members, and contributes to process improvements within the Support organization
- 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
Our take
Business data is invaluable in the process of optimizing the operations of a large enterprise, but managing the data can be a convoluted process. Data managers must source, organize, and take actionable insights from CRM data, financial information, and analytics, all whilst ensuring that the data is appropriately classified to maintain compliance.
Ataccama provides an all-in-one data management platform for enterprises, leveraging AI to automate the processes of data classification, QA, accessibility, and compliance. The platform is designed to work modularly to suit different data stacks and is suitable for cloud, on-prem, and hybrid hardware stacks.
Whilst the company certainly faces competition from other enterprise data management platforms, Ataccama has taken a unique angle by ensuring that its cutting-edge solutions are adaptable for any data and hardware stack. Through this hybrid approach, the company aims to bring the benefits of AI-driven data management and compliance, without the client having to adjust their operations. The company has considerable growth potential as it further invests in product optimization and expanding integrations.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2022
$150m
GROWTH EQUITY VC
Jan 2010
$2m
SEED
Total funding: $152m
Company benefits
- 5 sick days, 2 personal days for each calendar year in addition to your vacation days.
- Flexible working hours & hybrid work setup
- Employee Stock Options Program
- "Bring Your Friend" referral program reward when a new teammate you recommend finishes their probation period
- 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
- Company laptop (Dell, MacBook)
- Monitor, mouse, headphones for your home office
- Company mobile phone
- Receive gifts including the latest Ataccama merchandise, T-shirts, limited edition hoodies, and more surprises!
- Join events like our themed New Year’s parties and summer all-staffs. Though mostly online for now, we’re excited to meet in person when it’s safe!
- Fuel up! Our kitchens are stocked with fresh fruit and juice, teas, and the best coffee in town
Company HQ
Yonge-Bay Corridor, Toronto, ON
Leadership
Michal Klaus
(Strategic Board Advisor & Co-Founder)Experience as Managing Director of Integia. Was also Director of Master Data Management Competency Center of Adastra.
Jan Cervinka
(Co-Founder)Experience as CEO of Speedware Czech from 1994 to 1999. CEO of Adastra Group.
Jan Mrazek
(Co-Founder)Experience as Senior Manager of Business Intelligence Solutions for BMO Financial Group. Co-founder and President of Adastra Group.
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