Support Engineer

📋 Description

• Manage and resolve incoming technical support tickets in our system, adhering to SLAs and established escalation procedures.

• Diagnose issues comprehensively: replicate problems, ask insightful clarifying questions, gather relevant details, analyze logs/traces/metrics, and document findings clearly.

• Effectively escalate to Engineering with detailed context (steps to replicate, expected versus actual outcomes, timestamps, environment specifics, and customer impact).

• Engage in incident response: assist in gathering information, provide customer-facing updates, and contribute to post-incident reviews (including runbooks, knowledge base articles, and monitoring enhancements).

• Assist customers with integration and configuration issues (such as API requests, webhooks, and authentication-related setups) using clear, customer-centric explanations.

• Create and update documentation: knowledge base articles, troubleshooting manuals, and internal runbooks.

• Recognize recurring issues and trends, and contribute to the enhancement of processes, tools, and product reliability over time.

• Handle sensitive information appropriately while adhering to Atomic’s security and privacy policies for regulated clientele.

⛳️ Requirements

• 0–2 years of experience in a customer-facing technical position (support, technical account management, helpdesk, NOC/SOC, internships), or equivalent practical experience demonstrated through projects or coursework.

• Strong troubleshooting skills and a curious mindset: you enjoy debugging, forming hypotheses, and understanding how systems operate.

• Excellent written communication: you can produce concise customer updates and clear internal documentation.

• Organized and reliable: you can manage multiple tickets, ensure follow-through, and keep stakeholders informed.

• Comfortable collaborating with various teams and open to feedback and coaching.

• Familiarity with APIs (HTTP fundamentals, JSON), webhooks, and tools like Postman/curl.

• Understanding of authentication concepts (SSO/SAML, OAuth/OIDC) or a willingness to learn.

• Basic SQL knowledge.

• Exposure to observability tools (Mixpanel, Sentry, Grafana, etc.).

🏝️ Benefits

• Medical, dental, vision, and 401(k) plans.

• Opportunities for equity through stock options.

• A remote-first working environment.

• Unlimited PTO, 10 company-paid holidays, and an office closure between Christmas and New Year.

• Continuing education opportunities.

• Paid parental leave.