Technical Support Specialist
April 17, 2023
Description
• Take ownership of customer issues and follow up on the status of problems • Get into the root-cause identification by analysing cascaded symptoms • Proactively manage service levels and abandon rates • Handle major incidents by coordinating with multiple teams • Work closely with the CS and Engineering team to enhance the quality of existing products • Use logs, metrics, and alerts to gauge the health of the system • Debug when issues hit the platform or the product • Craft well-written, user-facing communication and documentation • Translate user feedback and needs to well-scoped requirements • Build processes to scale customer support including ticketing management, SLAs, workflows, etc. • Own Atlan's product documentation and training content • Train and mentor new team members as the company scales its Customer Happiness function
Requirements
• Experience as a data practitioner and/or operating in a B2B SaaS organization • Understanding of data and software markets, products, and businesses • Familiarity with the modern data stack across ETL, storage, BI, and everything in between • Proven ability to troubleshoot software and understand customer requirements • High rate of learning, natural curiosity, and eagerness to debate opinions • Aptitude for partnering with internal or external stakeholders • Logging and keeping records of various issues to help prioritize fixes and automations • Excellent problem-solving and documenting troubleshooting and problem resolution steps • Understanding of at least one of the programming languages (PHP, Java, Python) • Operational support experience - the ability to capture the user environment during troubleshooting and work towards speedy and accurate resolutions for client issues
Benefits
• High-impact opportunity at a fast-growing startup • Opportunity to build product-led growth with deep user empathy • Chance to enhance the quality of existing products • Opportunity to scale customer support processes including ticketing management, SLAs, workflows, etc. • Ownership of Atlan's product documentation and training content • Opportunity to train and mentor new team members as the company scales its Customer Happiness function
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