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Software Support Engineer I

Hybrid

Added
11 minutes ago
Type
Full-time
Salary
Not Specified

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We are Ataccama, and we are on a mission to power a better future with data. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth.

Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:

Challenging Fun

ONE Team

Customer Centric

Candid and Caring

Aim High

Do you like figuring out the best solutions to customer’s challenges? Do you have a passion for technology and solving technically complex issues? Interested in the data management field? You will be the first point of contact for our clients and will work across our internal support and product teams to ensure their success with, and enjoyment of, our products. If you have logical problem solving abilities, a can-do, helpful attitude, and are a life-long learner, join us!

Ataccama Support is an international team of talented and friendly people located in Toronto, Prague, Sofia and Hanoi, who thrive in a fast-paced environment and are always willing to go the extra mile. Ataccama Service and Support is rated 4.5 out of 5 on Gartner Peer Insights Reviews, and we’re proud of what we do. Join Ataccama, the Leader in the 2024 Gartner Magic Quadrant® for Augmented Data Quality Solutions™ for a 3rd consecutive time.

Your challenge:

  • Assist Ataccama customers in solving technical issues related to our Java-based application.
  • Communicate with customers via JIRA and Zoom to resolve support tickets.
  • Diagnose application logs (including Java stack traces) to identify root causes of common issues.
  • Answer product usage questions and offer workaround solutions.
  • Continuously expand your knowledge of Ataccama’s platform and related third-party technologies.
  • Accurately analyze and escalate product issues, complex incidents, and service requests to L2 engineers or Engineering, providing detailed assessment, reproducible steps and all relevant details.
  • Contribute to internal documentation and knowledge base.
  • Collaborate closely with internal teams including Product, Engineering, and CloudOps.
  • Proactively manage and prioritize assigned support queue while fulfilling SLAs on your own.
  • Is this You?

  • 1–2 years of experience in a technical application support or software troubleshooting role.
  • Ability to diagnose and understand application logs, including Java stack traces.
  • Working knowledge of SQL and relational databases.
  • Exposure to APIs (REST/SOAP), XML, and JSON.
  • Strong communication skills, both written and verbal.
  • Analytical thinker with a curiosity for solving complex problems.
  • Familiarity with general networking concepts and SSO integrations is a plus.
  • You have a strong sense of ownership and exceptional organizational skills.
  • You thrive under pressure and manage multiple tasks effectively.
  • Work equipment

  • Company laptop
  • Company mobile phone
  • Perks & Benefits

  • Perks & 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
  • 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
  • While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.

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