About the Company

At Atlan, we are addressing a core challenge in modern business: the overwhelming volume and complexity of data. We are pioneering the active metadata platform to transform data chaos into clarity, fostering seamless collaboration across organizations.

We empower ambitious teams in diverse industries—from Fortune 500 companies to rapidly expanding startups, automotive innovators redefining mobility, healthcare organizations dedicated to saving lives, Wall Street leaders, and Silicon Valley pioneers—to unlock the full potential of their data assets.

Recognized as leaders by both Gartner and Forrester, and supported by Insight Partners, Atlan is at the forefront of reimagining the intersection of humans and data. By joining our team, you will become part of a movement that is shaping a future where data drives exceptional outcomes.

Job Description

We are seeking a highly motivated individual to help scale our customer support capabilities and establish Atlan as a leader in customer service excellence.

If you are seeking a high-impact opportunity within a rapidly growing startup and believe that prioritizing user and customer satisfaction can establish a significant competitive advantage, then this position is an ideal fit for you.

Responsibilities

• Assume full ownership of customer issues, diligently monitoring problem status and coordinating with relevant workgroups to ensure resolution on behalf of the customer.
• Go beyond surface-level solutions, thoroughly investigating root causes by analyzing interconnected symptoms to prevent recurrence of similar issues.
• Proactively manage service levels and call abandonment rates during critical business periods, addressing urgent issues promptly and adhering to customer SLAs.
• Coordinate with multiple teams to effectively manage major incidents.
• Collaborate closely with developers on complex technical issues, driving resolution through effective teamwork.
• Work in partnership with the Customer Success (CS) and Engineering teams to improve the quality of existing products.
• Utilize logs, metrics, and alerts to assess system health and debug issues affecting the platform or product.
• Develop clear, user-friendly communications and documentation.
• Translate user feedback and needs into well-defined requirements, working with our engineering team to implement them within Atlan.
• Develop scalable customer support processes, including ticketing management, SLAs, and workflows.
• Maintain Atlan’s product documentation and training content, ensuring clear and effective user-facing materials.
• Train and mentor new team members as we expand our Customer Happiness function.

Qualifications

• Experienced as a data practitioner and/or operating within a B2B SaaS organization, seeking to expand your expertise and foster product-led growth with a deep understanding of user needs.
• Possess a strong understanding of data and software markets, products, and businesses, including familiarity with the modern data stack across ETL, storage, BI, and a commitment to staying current with industry advancements.
• Demonstrated ability to troubleshoot software, understand customer requirements and workflows, and resolve advanced issues while adhering to established escalation procedures.
• A rapid learner with natural curiosity and a desire to engage in constructive debate to arrive at optimal solutions. Proven ability to collaborate with internal and external stakeholders across different geographic locations.
• Track and document various issues to assist the team in prioritizing fixes and automations, while also measuring product quality.
• Possess excellent problem-solving skills, with a proven ability to document troubleshooting and problem resolution steps clearly and concisely.
• Familiarity with at least one programming language (PHP, Java, Python) is highly desirable.
• Experience in operational support, with the ability to capture the user environment during troubleshooting and work towards swift and accurate resolutions for client issues.

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Other Information

Equal Opportunity Employer

At Atlan, we are committed to creating an environment where data teams can thrive. We believe that diversity and authenticity drive innovation, and we embrace varied perspectives and experiences to create a workplace where everyone can succeed. Atlan is proud to be an equal opportunity employer and does not discriminate based on race, color, religion, national origin, age, disability, sex, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other characteristic protected by law.

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