Ataccama

Support Engineer

• 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.

Software Support Engineer – L1