Technical Support Engineer

Atlan is seeking a Technical Support Engineer to join their Customer Experience team in a role that emphasizes exceptional customer service as a core company value. The position focuses on scaling customer support functions and creating delightful user experiences. The ideal candidate will be responsible for managing customer issues, performing root cause analysis, and working closely with development teams to resolve complex technical problems. They will also play a crucial role in building and maintaining product documentation, managing support processes, and mentoring team members.

The role requires a unique blend of technical expertise and customer service skills, with an emphasis on understanding the modern data stack and B2B SaaS environments. The successful candidate will be instrumental in maintaining system health through monitoring logs and metrics, while also ensuring clear communication with users through well-crafted documentation and training materials.

This position offers an opportunity to make a significant impact at a fast-growing startup where customer delight is considered a key competitive advantage. The role combines technical troubleshooting, process improvement, and customer advocacy, making it ideal for someone who is passionate about both technology and customer success. The position requires expertise in programming languages like PHP, Java, or Python, and a deep understanding of data infrastructure and business intelligence tools.