L2 Software Support Engineer
Full job description
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
The L2 Software Support Engineer handles complex technical support cases, mentors junior team members, and contributes to process improvements within the Support organization. This role requires deep product knowledge, strong troubleshooting skills, and the ability to work under pressure.
Your Challenge
Analyze support requests and triage product issues to relevant department
Take ownership of high-priority incidents by leading technical investigations, escalating to Engineering when necessary, and ensuring timely resolution
Reproduce customer issues in internal environments
Lead customer meetings during critical incidents
Work on escalated customer issues involving complex Ataccama product configurations and third-party integrations
Proactively manage assigned support queue to ensure timely resolution of tickets
Continuously educate on Ataccama products and related third-party software
Provide mentorship and training to L1 engineers to enhance team performance
Drive process optimization initiatives to improve customer experience by reducing response times, and enhancing ticket triaging efficiency.
Proactively contribute to internal documentation, best practices, and knowledge sharing
Close collaboration with internal teams (Sales, Customer Success, Product, Engineering) to ensure customer success
Is This You?
Bachelor’s Degree or Diploma in Computer Science, Information Technology / Quality Assurance, Computer Technician, or related fields or equivalent experience with technical certifications (e.g., AWS Certified Cloud Practitioner, Linux+, ITIL)
2-5 years in a technical support, IT operations, or software troubleshooting role
Experience working with ticketing systems like Jira, Zendesk, or ServiceNow
Experience troubleshooting application issues, working with logs, and analyzing errors
Experience in handling high-pressure situations and escalations
Maintain excellent CSAT score and demonstrate customer centricity
Hands-on experience with databases, API testing, Linux
Prior experience supporting SaaS, PagerDuty, enterprise software, or cloud platforms (AWS, Azure, GCP)
Work equipment
Company laptop
Personal cell phone contribution
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.