Support Engineer
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Job Description
Support Engineer responsible for troubleshooting technical issues and maintaining platform reliability for financial institution customers post-launch. Collaborating with Engineering and Product teams for continuous improvements.
Responsibilities:
- 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
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