Software Support Engineer – L1
Ataccama
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
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Salary
💰 CA$70,000 - CA$80,000 per year
About the role
- Serve as the first point of contact for customer support requests via Jira.
- Troubleshoot, diagnose, and resolve technical issues related to Ataccama products and their integration with supported third-party software.
- Answer product-related "how-to" questions and suggest possible workarounds.
- Accurately analyze and escalate product bugs, complex incidents, and service requests to L2 engineers or Engineering, ensuring all relevant details are included.
- Continuously educate oneself on Ataccama products and related third-party software.
- Maintain and update internal knowledge base articles based on resolved cases.
- Work closely with internal teams (Account Managers, Consultants, Engineers) to ensure customer success.
- Actively engage in training sessions and mentorship from senior team members to build expertise in Ataccama technologies and advance to L2 roles.
- Proactively manage assigned support queue to ensure timely resolution of tickets.
- Participate in customer meetings when required for issue resolution.
- Participate in optional on-call rotations for emergency support, with additional compensation.
Requirements
- 1-2 years of application support experience
- Strong troubleshooting and analytical abilities.
- Excellent communication skills, both written and verbal.
- Ability to prioritize and manage multiple tickets in a fast-paced environment.
- Familiarity with Jira or similar ticketing systems (advantageous).
- Eagerness to learn new technologies and continuously improve technical expertise.
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
- RRSP plan available
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingtechnical issue resolutionbug analysisincident managementknowledge base maintenanceAtaccama productsthird-party software integrationticket managementcustomer support
Soft skills
analytical abilitiescommunication skillsprioritizationtime managementteam collaborationeagerness to learnmentorshipcustomer success focus