Atlan is hiring for the position of Technical Support Engineer in across India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Atlan |
| Position | Technical Support Engineer |
| Qualifications | Bachelor’s/ Master’s Degree |
| Batch | 2020/ 2021/ 2022/ 2023/ 2024/ 2025 |
| Experience | Freshers/ Experienced |
| Location | Work From Home (Remote) |
Key Responsibilities:
- Take full ownership of customer issues and coordinate with relevant workgroups to ensure timely resolution on behalf of the end customer.
- Investigate and resolve customer problems by identifying root causes through analysis of cascading symptoms, ensuring long-term prevention of similar issues.
- Proactively handle incoming calls during critical business periods to manage service levels and reduce abandon rates, while addressing urgent issues within defined SLAs.
- Coordinate with multiple internal teams to manage and resolve major incidents effectively.
- Take responsibility for technical issues by collaborating with developers to solve complex problems.
- Work closely with Customer Support and Engineering teams to improve the quality and performance of existing products.
- Monitor system health using logs, metrics, and alerts, and troubleshoot when issues impact the platform or product.
- Draft clear, user-focused communication and maintain comprehensive product documentation.
- Gather user feedback and translate it into well-defined requirements, collaborating with the engineering team for effective delivery.
- Develop scalable support processes, including ticket management systems, SLAs, and workflow automation.
- Own and continuously update Atlan’s product documentation and training materials to support users and internal teams.
- Train and mentor new team members, contributing to the growth and success of the Customer Happiness function.
Eligibility Criteria:
- Experienced as a data practitioner or within a B2B SaaS organization, with a strong desire to contribute to product-led growth driven by deep user empathy.
- Possess a solid understanding of data and software markets, products, and business models.
- Familiar with the modern data stack, including ETL, data storage, and BI tools, with the ability to stay current on evolving technologies and trends.
- Proven ability to troubleshoot software issues, understand customer requirements and workflows, and resolve advanced problems within established escalation procedures.
- Demonstrated high learning agility, natural curiosity, and a collaborative approach to decision-making through open and constructive debate.
- Skilled in partnering with internal and external stakeholders across different geographies to drive successful outcomes.
- Capable of logging and maintaining detailed records of issues to support prioritization of bug fixes, automations, and product quality metrics.
- Strong problem-solving skills with the ability to document troubleshooting steps and resolution processes effectively.
- Basic understanding of at least one programming language such as PHP, Java, or Python is a plus.
- Experienced in operational support, with the ability to capture user environments during troubleshooting and deliver prompt, accurate resolutions to client issues.
About Company:
Built by a data team for data teams, Atlan is the active metadata platform for the modern data stack. It stitches together metadata from various sources (Snowflake, dbt, Databricks, Looker, Tableau, Postgres, etc.) to create a unified data discovery, cataloging, lineage, and governance experience across all your data assets, from columns and queries to metrics and dashboards. Atlan facilitates a two-way movement of metadata, bringing context back into the tools and workflows that your data team uses every day — for example, in your BI tool when you wonder what a metric on the dashboard means.
How To Apply?
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