Triage and resolve inbound technical tickets in our support system, following SLAs and internal escalation paths
Troubleshoot issues end-to-end: reproduce problems, ask great clarifying questions, gather details, review logs/traces/metrics, and document findings clearly
Escalate effectively to Engineering with high-quality context (steps to reproduce, expected vs. actual behavior, timestamps, environment details, customer impact)
Participate in incident response: help collect information, post customer-facing updates, and contribute to post-incident follow-ups (runbooks, knowledge base articles, monitoring improvements, etc.)
Support customers with integration and configuration troubleshooting (e.g., API requests, webhooks, auth-related setup) using clear, customer-friendly explanations.
Write and maintain documentation: knowledge base articles, troubleshooting guides, and internal runbooks.
Identify recurring issues and trends, and help improve processes, tooling, and product reliability over time.
Handle sensitive data appropriately and follow Atomic’s security and privacy policies for regulated customers.

Requirements

0–2 years of experience in a customer-facing technical role (support, technical account work, helpdesk, NOC/SOC, internships), or equivalent hands-on experience demonstrated through projects/coursework.
Strong troubleshooting fundamentals and curiosity: you enjoy debugging, forming hypotheses, and learning how systems work.
Strong written communication: you can write crisp customer updates and clear internal notes.
Organized and dependable: you can juggle multiple tickets, follow through, and keep stakeholders informed.
Comfortable collaborating across teams and receptive to feedback/coaching.
Nice-to-haves
Experience with APIs (HTTP basics, JSON), webhooks, and tools like Postman/curl.
Familiarity with auth concepts (SSO/SAML, OAuth/OIDC) or a desire to learn.
Basic SQL skills.
Exposure to observability tools (Datadog, Sentry, Grafana, etc).

Benefits

Medical, dental, vision and 401(k)
Opportunities for equity through stock options
Remote first workplace
Unlimited PTO, 10 company-paid holidays, & office closure between Christmas and New Year
Continuing education
Paid parental leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingAPIwebhooksSQLobservability toolsHTTPJSONSSOSAMLOAuth

Soft Skills

written communicationorganizationdependabilitycollaborationcuriositydebuggingcustomer supportproblem-solvingattention to detailreceptiveness to feedback